Key Duties/Responsibilities: 

• Coordination and monitoring of the team's daily operations (shifts, call flows, SLA targets).
• Shift planning.
• Screening of resumes and conducting interviews.
• Onboarding of new team members.
• Guiding, supporting, and motivating agents to achieve targets.
• Training new and existing members, and continuous skill development of the team.
• Handling customer complaints and escalations.
• Collaboration with other departments (e.g., dispatching).
• Monitoring KPIs and team performance reporting.
• Participating in process improvements and implementation of new service tools.
• Building lasting relationships with clients and other call centre team members based on trust and reliability.
• Utilizing software, databases, scripts and tools appropriately.
• Taking part in training and other learning opportunities to expand knowledge of company and position.

Key Skills/Experience: 

• High School Diploma or equivalent.
• At least 2+ years of experience as a team leader or supervisor in a call centre (ideally in a 24/7 environment).
• Excellent communication and leadership skills.
• Ability to perform well under pressure and make real-time decisions.
• Proficiency with CRM and call centre software.
• Fluency in Greek & English.
• Strong time management and decision-making skills.
• Adaptability and accountability.

To apply for this vacancy, please send your CV, along with any covering letter to [email protected] quoting the above job title. Please note that due to the high volumes of applications received only shortlisted applicants will be responded to. By sending us your CV you are giving CareerFinders your consent to be contacted for this and any other suitable vacancies that we believe match your skills and experience. To view our privacy policy, please click www.careerfinders.com.cy/privacy-policy.