customer care team leader

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

What you need to be successful

• 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