Customer Care Team Leader

efood is looking for a Customer Care Team Leader to welcome in its family!

We are looking for a fair and kind Leader, full of passion and ready to inspire, with logical thinking, creative problem solving and good time management skills to complete our leadership team.

Working in shifts and public holidays, 5 days a week, you will need among other things, to coordinate several tasks, motivate our customer care agents and rectify their shortcomings. Creating an inspiring team environment with an open communication culture as well as delegating tasks and setting deadlines or specific targets for your team.

What you'll do:

• Lead a team of 15 Customer Care Agents and Senior Customer Care Agents

• Goal set the team members based on S.M.A.R.T. methodology

• Overseeing and assessing customer care agents' daily activities, and share with them performance-related feedback on a regular basis (weekly, monthly, yearly

• Conduct QAs based on the goal set each month

• Present QAs' results to the team members

• Monitor team member's performance daily

• Provide performance feedback to the team members by conducting 1-2-1 meetings (at least one weekly)

• Communicate appropriately with the team members so that they register annual leaves, teleworking days etc according to the corporate policies

• Conduct the "flooring" process (performance monitor, change of duties, breaks, present agents etc)

• Ensure that new agents are smoothly onboarded

• Proven work experience in a team leading role in a call center environment
• Bachelor's degree will be considered as a plus
• Solid computer skills, especially excel (or relevant tools)
• Fluency in Greek & English
• Good knowledge of performance metrics
• Strong interpersonal & communication skills
• Empathy & Great Listening skills

efood is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

• If you are happy, we are happy! That’s why we offer an attractive remuneration package for what you bring in!

• We share a passion for food, so you will certainly appreciate the ticket restaurant card 💳 to spend in restaurants and/or food supplies. We are efooders after all!

• We take care of you with Private Medical & Life Insurance from day #1 to keep you healthy and happy!

• We prioritize your mental health 🧠 and offer round-the-clock access to an online mental health platform. You can schedule unlimited therapy sessions with certified psychologists and coaching sessions with experienced coaches.

• We want you to grow with us 🚀 ! And to help you keep improving, we provide you access to our online training platform where you can study 📖 topics for your personal and professional growth!

• Are you a cappuccino lover ☕? Do you desperately want a cookie? Our cafeteria got you covered!

• If you want to stay in shape 🏋️ , our in-house gym awaits you fully equipped!

• We are passionate about exploring, growing & learning and our Global Mobility plan is created to help our people find their purpose around the world 🌎!

Life @efood:

At efood, no day is the same as the one before!

efooders know that working and having a good time isn't the opposite and that’s why every day at efood is a new adventure!

We always aim higher and thrive on finding solutions to push our limits further! We care about our customers, our employees, our society.

We seize every opportunity to celebrate achievements and milestones, but we also celebrate small things (like Fridays!)

Every efooder is part of a fast-growing multinational company, with endless opportunities for professional growth and acquisition of new skills! We have an established, yet super creative and fun working environment, with talented and ambitious people whose ultimate goal is to maintain efood as the ideal workplace!

Hungry enough to join us?

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