Swedish Speaking Team Leader – Call Centre for Retail
Location: Athens, Greece
Contract Type: Permanent, Office-based
Working Hours: Full-time, 40 hours/week
* Monday – Friday
o 09:00–17:00 OR 15:30–23:30
About the Client
The client operates a leading online marketplace, offering heavily discounted goods, primarily shipped from China to various international markets.
Key Responsibilities
* Team Management & Development:
o Proactively manage absenteeism and attrition.
o Conduct return-to-work and exit interviews.
o Hold formal quarterly performance reviews and monthly 1:1 meetings.
* Performance Monitoring:
o Track and assess Advisors’ performance against key KPIs.
o Use performance management tools to address underperformance.
o Provide recognition and rewards for exceptional performance.
* Communication & Team Culture:
o Facilitate open, two-way communication within the team.
o Ensure key messages and updates are shared effectively.
o Foster a team environment that values commitment, loyalty, and pride.
* Training & Coaching:
o Provide continuous coaching, skill development, and career growth opportunities.
* Client & Campaign Management:
o Monitor Advisor calls (via iCoach) to ensure performance goals are met.
o Communicate client/campaign issues promptly to the Operations Manager.
o Implement processes to improve client satisfaction survey scores.
Salary & Benefits
* Gross Monthly Salary including language bonus: €1,500
* Performance Bonus: Up to 10% (based on KPIs) after the first 3 months
* Medical Insurance: Private insurance via Generali
* Meal Vouchers: €5 per working day (UpHellas Card)
Holidays & Bonuses
* Annual Leave:
o 1.67 business days per month (per Greek law, first year).
* Public Holidays:
o Greek public holidays apply.
o Compensation provided for working on public holidays.
* Seasonal Bonuses:
o Easter Bonus: Half a monthly salary
o Summer Bonus: Half a monthly salary
o Christmas Bonus: Full monthly salary
Training
The training period is fully paid and included in the contract. The contract start date aligns with the first day of training.
This position offers a fantastic opportunity to lead a dynamic team in a growing, international call center environment while benefiting from a comprehensive compensation package and career development opportunities.
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