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French speaking Supervisor Athens, Greece

Job Description

The primary role of a Supervisor is:

  • To coach associates
  • To maintain the quality and efficiency in the Client Service Centre by consistently monitoring CSSs’ transactions
  • To evaluate CSSs based on monthly performance reports and trends


Key Responsibilities

  • Assists associates with customer situations by offering guidance and solutions on a daily basis
  • Monitors at least 1 transaction in cube per associate on a monthly basis to complete the call monitoring system and re-monitors all failed transaction monitoring done by the QA Analysts
  • Coaches associates according to feedback delivered by the QA Analysts
  • Meets with team on a monthly basis to evaluate the monthly results and discuss future goals
  • Meets with ACM on a daily basis to plan, strategize, and review department performance
  • Motivates and inspires team through leading by example, offering incentive opportunities, and developing confidence with each team member
  • Handles transactions when there are staff shortages or an overwhelming abundance of transactions and demonstrates best practices to CSSs
  • Analyses operational trends and supports the team members to improve their performance
  • Manages the team, adherence to schedule
  • Gathers feedback from the CSSs in regards to new/emerging issues and to proceeds to the necessary escalation to the Client
  • Communicates and being a focal point of dissemination of information from management to team and vice versa
  • Suggests and informs the Management team on any matters related to improving revenue generation & customer satisfaction in regards to transaction handling and call centre processes
  • Participates in Daily Supervisor Meetings leading by the ACM
  • Participates in ATAC and PSP meetings
  • Attends the ELP session delivered by the ACM
  • Completes the SGTs plan
  • Evaluates CSSs and follows structured action plans for CSSs’ development
  • Other duties as assigned


Knowledge - Qualifications

  • High school diploma or equivalent
  • Proficient knowledge of English and selected Language



  • At least 12 months of experience as a CSS


Minimum Skills

Required Skills for Hiring


Technical Skills

  • Ability to use Internet applications
  • Usage of MS Office
  • Familiarity of Mac OS X Application


Required Skills to Perform


Technical Skills

  • Use of production tools
  • Use of phone/e-mail/chat system
  • Use of CCMS system


Soft Skills


  • Fluency in both English and the language selected


Excellent written and verbal communication

  • Ability to communicate correctly and clearly



  • Ability to clearly understand a problem statement


Good Problem Solving

  • -Strong troubleshooting skills
  • -Ability to approach problems logically



  • Ability in Self-assessment
  • Ability to manage the team effectively
  • Real-Time Management


Customer Service

  • Ability to effectively manage customer calls
  • Knowledge of KPIs



  • 35 wpm



  • Outlier Management
  • Coaching/Feedback
  • On-the-floor management


KPIs knowledge

  • Table F use


Transaction Monitoring




 Real-Time Management

  • Use of - Use and Browse of Monster Board System


Product Specific Knowledge

  • Product Entitlements
  • Mac OS X Operating System
  • Apple hardware & software
  • Networking
  • SOP knowledge
  • Pitching & selling agreements
  • Using public web pages
  • Appeasements
  • Tech solutions
  • Case Handling
  • Logging in iLog
  • Consumer Law
  • Escalation of calls
  • Classifying logging cases
  • Self-Paced training Modules
  • Troubleshooting
  • PCI
  • Use of peer feedback tool
  • Report to CSSs/Client
  • TCD
  • Problem Solving Process-DMAIC
  • BEST Training & Development


Tools Specific Knowledge

  • iLog
  • Peer feedbacks
  • iDesk
  • Monster Board
  • Gather
  • GBI Portal
  • Wave
  • Northstar
  • Espresso Ticketing System
  • Galaxy
  • MZSupport
  • WWBI
  • Table F
  • CCMS
  • DSM Tool
  • Help Desk Ticketing System




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