team leader (customer care)

efood is looking for a Team Leader to welcome into our operations family!

We are looking for a fair, decisive, and inspiring Leader, full of passion and ready to guide, with sharp logical thinking, creative problem-solving, and excellent time-management skills to complete our leadership team.

Working in a fast-paced, 24/7 environment on a 5-day-a-week shift schedule (which may include weekends and holidays), you will need to coordinate numerous tasks, motivate our dispatch agents, and empower them to excel. Your core mission is to create an inspiring team environment with an open communication culture, as well as delegate tasks and set specific targets for your team.

What you'll do:

• Lead a team of ~15 Dispatchers and Senior Dispatchers.

• Goal-set for the team members based on the S.M.A.R.T. methodology.

• Oversee and assess dispatchers' daily activities, and share with them performance-related feedback on a regular basis (weekly, monthly, yearly).

• Conduct QAs based on the goals 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 per week).

• Handle escalated cases and provide effective solutions.

• Conduct the "flooring" process (performance monitor, change of duties, breaks, present agents, etc.).

• Ensure that new dispatchers are smoothly onboarded.

What you need to be successful

What you'll need:

• Proven work experience in a team leadership role in a call center or dispatch environment.

• Fluency in Greek & English.

• Solid computer skills, especially Excel (or relevant tools).

• Good knowledge of performance metrics.

• Excellent interpersonal & communication skills.

• Natural charisma & leadership skills.

• Ability to make quick, smart decisions under pressure.