About Foundever™

Foundever™ is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we’re the team behind the best experiences for +750 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.  

Come and work with us.

We are looking for a talented Italian speaking Team Manager to be supervising a team of content moderators for a Social Network platform in Athens, while coaching and motivating the team members by providing the skills and knowledge to perform their job.

As a Team Manager in this project, your daily responsibilities will include:

• Manage team that reviews and moderates user-generated content on platform, including but not limited to text, images, and videos.
• Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed.
• Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall.
• Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s.
• Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values.
• Provide clear direction and guidance to ensure consistent achievement of key performance metrics.
• Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice.
• Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company; ensure actions from employee satisfaction survey are implemented and continuously reviewed.
• Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development.
• Continuously monitor Advisor calls in line with iCoach, either via deskside or remote monitoring, ensuring performance metrics are consistently achieved.
• Ensure accurate and timely communication of any client/campaign issues to Operations Manager.  Ensure appropriate actions are taken to improve client satisfaction survey scores.
• Implementation of the GOS processes

#LI-Onsite

To succeed in the role you need to have:

• Native or proficient Italian (mandatory)
• Advanced level of English (C1)  both verbal and written (preferred)
• Impeccable disciplinary behavior
• High level of self-motivation
• Analytical thinking, flexibility, ability to work under pressure
• Strong communication skills, employee motivation
• Strong customer and service orientation
• Must hold EU citizenship or valid work permit for Greece
• Be a local candidate since the position is office based in Athens, Greece

Knowledge/abilities

• Strong understanding of online community standards and user behavior.
• Excellent attention to detail and ability to identify subtle nuances in content that may violate policies.
• People oriented.
• Above average target achievement in the most important project KPIs.
• Structured way of working.
• Familiarity with ticketing systems.
• Early adopter of technology.
• Dependable, reliable and able to perform duties with minimum supervision.
• Ability to interact positively with peers and supervisors.

Education and experience

• Education (if beyond High School or equivalent)
• Preferable college degree and/or related work experience

Go further with Foundever™

What's in it for you? We give our people the tools and the freedom to learn, grow, have fun and be themselves.

• Very competitive wages and stability
• Fully paid training
• Permanent contract
• Private healthcare 
• Continuous learning/development opportunities
• Competitive career opportunities
• A safe, friendly, diverse, supporting and technological company
• International and multicultural environment (celebrations, initiatives to develop your skills and events to increase the team spirit)
• EverBetter wellness program (Fitness room in our premises & Personal Trainer)

Apply Today!

At Foundever, we recognize that our success is rooted in the diversity of our team, and we firmly believe that our differences are a powerful asset.
As an equal opportunity organization, we hold a deep appreciation for diversity and actively foster an inclusive environment.
We are dedicated to respecting and valuing the unique perspectives, backgrounds, and abilities of every individual within our company.
Our mission is to support you in achieving your goals by providing the guidance and resources you need to reach new heights.
 

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