Call Center Team Leader

Celestino, counting decades of successful presence in the fashion industry, offers high quality clothes, accessories, and home items at unbeatable prices. Focusing, mainly on the customer, the company has managed to earn both the love and the loyalty of the Greek market increasing the number of new customers and maintaining the loyal ones. The company’s determination to focus on innovation and ability to constantly develop to adapt to the industry’s shifts, brought the brand to the top of the Greek market, making Celestino (in 2021) #1 Greek fashion e-shop.

With over 40 stores in Greece, a mission that focuses on customers’ satisfaction and an impressive web presence, and values that concentrate on the highest professional standards and a healthy working environment, Celestino manages to perfectly combine the modern and approachable image of high street fashion brands with the quality of luxury ones.

About the role

We are looking for an experienced Call Center Team Leader, that will be responsible for managing and supporting the Call Center Agents’ team delivering exceptional customer service and order processing in Celestino’s e-shop. This role's primary objective will be to lead, coach, and motivate the team to achieve individual and collective goals, while maintaining a high standard of customer satisfaction.

Responsibilities

• Accomplishes department objectives by managing staff; planning and evaluating department activities.
• Supervises and supports the Call Center Agents, ensuring they are well-trained, motivated, and equipped to handle customer inquiries effectively.
• Monitors team members' performance by participating in call listening sessions, track key performance indicators, and provides timely feedback to enhance productivity and quality of service.
• Conducts regular training sessions to improve agents' skills in customer service, product knowledge, and order management.
• Assists in resolving complex customer issues and escalated cases, ensuring timely and satisfactory resolutions.
• Coordinates and manages the team's work schedule to ensure appropriate staffing levels and efficient call handling.
• Generates regular reports on team performance, customer feedback, and key performance indicators for management review.
• Fosters open and transparent communication between the Call Center Agents and management, facilitating a positive working environment.
• Identifies process inefficiencies and recommends improvements to streamline operations and enhance customer service.

Requirements

• Bachelor's degree in business administration, communications, or related fields preferred.
• Minimum 4 years of experience as a Team Leader in a Call Center or Customer Service environment, ideally in the retail or fashion industry.
• Proficiency in Microsoft Office Suite.
• Proficiency in using CRM and ERP software (preferably Softone).
• English language expertise.
• Strong leadership and coaching abilities, with a focus on team development and motivation.
• Excellent communication and interpersonal skills to effectively interact with team members and customers.
• A passion for fashion and a good understanding of the latest trends in the industry.
• Demonstrated problem-solving skills and ability to handle customer escalations with professionalism.
• Flexibility to adapt to changing business needs and work in a fast-paced environment.

Benefits

• Competitive salary.
• Private Health Insurance program.
• Ticket restaurant card.
• Employee discount on Celestino products.
• Remote work.

Tags