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Supervisor Role at Teleperformance Greece ( Lithuanian speaker) in Athens, Greece in Athens, Greece

Teleperformance Greece

We are looking for motivated Lithuanian speaking professionals to join our team working for the worldwide leader of the tobacco industry that introduced the innovative smokeless cigarette device.

The successful candidate will join our Supervisors team, coaching our Lithuanian customer support team, and will monitor transactions’ volume and workflow, manage customer satisfaction and identify process improvement activities to maintain service levels, ensuring that customers’ needs are addressed accurately and professionally.

Main Responsibilities

  • Assist associates with customer situations by offering guidance and solutions on a daily basis
  • Monitor at least 1 transaction incube per CSS on a monthly basis to complete the call monitoring system and re-monitor all failed sampling transactions
  • Coach associates according to feedback delivered
  • Manage the team adherence to schedule
  • Motivate and inspire team through leading by example, offering incentive opportunities and developing confidence with each team member
  • Ensure all CSSs provide high level Customer Service to End Users at all time
  • Ensure that all CSSs are familiar with Company’s Policies and Procedures
  • Handle transactions when there are staff shortages or an overwhelming abundance of transactions and demonstrate best practices to CSSs
  • Analyze operational trends and support the team members to improve their performance
  • Be a focal point of dissemination of information from management to team and vice versa
  • Attend the ELP session delivered by the ACM
  • Evaluate CSSs and follow structured action plans for CSSs’ development
  • Meet with ACM on a daily basis to plan, strategize, and review department performance
  • Participate in TOPS and DMAIC meetings
  • Suggest and inform the Management team on any matters related to improving revenue generation & customer satisfaction in regard to transaction handling and call center processes
  • Be a point of contact for the client for escalations and critical cases
  • Follow and apply Regulations regarding personal and performance data confidentiality and security
  • Attend recurrent trainings published by the Client/Company on a regular basis
  • Be positive and proactive and have a desire for applying continuous improvement processes
  • Other duties as assigned

Knowledge – Qualifications

  • Graduates of High School or College
  • Native level in Lithuanian
  • Proficient knowledge of English

Experience

  • At least 12 months of experience as a CSS or
  • Previous Call Center or related experience is desirable

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