Job Description

About the Opportunity

We are looking for a Team Leader – Greek Operations to lead and manage the day-to-day operation of a Greek-speaking customer service team within an international BPO and Customer Experience environment.

The Team Leader will be responsible for team performance, service quality, operational results, and client communication, while supporting continuous improvement and ensuring a consistent customer experience.

This role will work closely with the Operations Manager and client stakeholders to achieve operational objectives and drive a high-performance culture.

Responsibilities

• Lead, coach, and develop a team of Greek-speaking customer service agents.
• Manage the daily operation and ensure service and performance goals are met.
• Monitor KPIs, SLAs, productivity, quality, and team performance.
• Provide regular feedback and support to help the team improve.
• Lead client meetings and share results, issues, and action plans.
• Identify operational issues and improvement opportunities and take action when needed.
• Work closely with the Operations Manager, Global Operations Manager and support teams to achieve operational goals.
• Support new projects, operational changes, ramp-ups, and other initiatives.

Requirements

• 2+ years of experience leading operational teams within BPO, Contact Center, Customer Experience, Delivery, or similar environments.
• Proven experience managing customer service teams and monitoring operational performance.
• Experience working directly with clients or operational stakeholders.
• Fluent or native Greek – mandatory.
• Advanced English – mandatory.
• Strong knowledge of KPIs, SLAs, productivity, quality, and performance management.
• Strong leadership, coaching, and team development skills.
• Excellent communication and stakeholder management skills.
• Ownership mindset and commitment to continuous improvement.
• Availability to work remotely from Eastern Europe.

Nice to Have

• Experience working with CRM, customer service, or operational reporting tools.
• Experience supporting operational implementations, changes, or ramp-ups.
• Previous experience working with multicultural or international teams.

What We Offer

🌍 Opportunity to lead an international operation within the Delivery and Customer Experience industry.

🤝 Direct interaction with multicultural teams and international stakeholders.

🚀 Exposure to a global operations structure and continuous improvement initiatives.

🏡 Fully remote working model.

📈PTO