Customer Care Team Leader at Delivery Hero

Municipality of Iraklio Attikis, Attica, Greece -

Full Time

Start Date

Immediate

Expiry Date

02 Jun, 26

Salary

0.0

Posted On

05 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leading, Customer Care Agents Leadership, SMART Goal Setting, Performance Feedback, Quality Assurance (QA), Performance Monitoring, 1-2-1 Meetings, Policy Communication, Flooring Process, Onboarding, Computer Skills, Excel, Interpersonal Skills, Communication Skills, Empathy, Listening Skills

Industry

technology;Information and Internet

Description

Company Description 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. Job Description eFood is looking for a passionate and dynamic Customer Care Team Leader to join our growing family! We are seeking a fair, empathetic, and inspiring leader who thrives on guiding and motivating teams. If you possess strong logical thinking, creative problem-solving skills, and excellent time management, you could be the perfect fit to complete our leadership team. As a Customer Care Team Leader, you'll work in shifts and on public holidays, 5 days a week. Your responsibilities will include coordinating multiple tasks, leading and motivating our customer care agents, and addressing any performance gaps. You will foster a positive, inspiring team environment built on open communication, while delegating tasks, setting clear deadlines, and establishing specific targets for your team’s success. If you’re ready to lead with passion and make an impact, we want to hear from you! 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 Qualifications 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 Additional Information We recognize good work and we want our people to feel appreciated! 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 safe! 🍎 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 inhouse 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! 🌎 Saving for the future? We’ve got your back! Our Pension Plan helps you invest in tomorrow while you enjoy today! 💼 Life @efood: At efood, no day is the same as the day before! At efood, we constantly have chances to raise the bar improving, innovating, and challenging ourselves to grow! 🏔️ We take ownership of what we do, embracing challenges, and making things happen! ✔️ We move with pace to deliver value fast, which keeps us ahead, always balancing speed with quality! 🚀 We stay humble ❤️ as we grow and dive deep🔍 in situations, asking questions & exploring beyond the surface to get the best solutions! We bring good vibes by lifting each other up, focusing on what’s possible, and being the kind of teammate everyone wants on their side! 🙏 We’re a fast-growing, dynamic team where every efooder has the opportunity to shine, grow, and be part of something exciting. Hungry enough to join us? efood collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details.

Responsibilities

The Team Leader will lead a team of 15 Customer Care Agents, setting S.M.A.R.T. goals, overseeing daily activities, and providing regular performance feedback through weekly 1-2-1 meetings. Responsibilities also include conducting QAs, monitoring performance daily, managing team processes like leave registration and 'flooring', and ensuring smooth onboarding for new agents.