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
• 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:

  • Proactively manage absenteeism and attrition.
  • Conduct return-to-work and exit interviews.
  • Hold formal quarterly performance reviews and monthly 1:1 meetings.

• Performance Monitoring:

  • Track and assess Advisors’ performance against key KPIs.
  • Use performance management tools to address underperformance.
  • Provide recognition and rewards for exceptional performance.

• Communication & Team Culture:

  • Facilitate open, two-way communication within the team.
  • Ensure key messages and updates are shared effectively.
  • Foster a team environment that values commitment, loyalty, and pride.

• Training & Coaching:

  • Provide continuous coaching, skill development, and career growth opportunities.

• Client & Campaign Management:

  • Monitor Advisor calls (via iCoach) to ensure performance goals are met.
  • Communicate client/campaign issues promptly to the Operations Manager.
  • 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:

  • 1.67 business days per month (per Greek law, first year).

• Public Holidays:

  • Greek public holidays apply.
  • Compensation provided for working on public holidays.

• Seasonal Bonuses:

  • Easter Bonus: Half a monthly salary
  • Summer Bonus: Half a monthly salary
  • 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.