About the role
On behalf of our client, we are looking for an experienced and dynamic German-speaking Team Leader to join their Customer Care team in Athens. In this on-site role, you will lead a dedicated team within the tourism and flight booking sector, focusing on delivering world-class service. You will be responsible for driving team performance through strategic action plans, managing KPIs, and maintaining strong client-facing relationships.
Responsibilities
- Lead, coach, and develop a team of customer care agents (currently ~8, with potential to expand) - Monitor team performance through KPIs and implement action plans to achieve targets - Maintain direct communication with the client (German-speaking only) on a daily basis - Ensure high-quality service delivery and continuous performance improvement - Motivate the team and foster a positive, results-driven environment - Handle complex operational challenges and provide effective solutions - Support onboarding, training, and ongoing coaching initiatives
Requirements
- Fluency in German (C2) and strong English skills (C1-B2)
- Proven leadership experience in BPO or customer care environments - Experience with KPIs, metrics, and performance management - Strong communication and presentation skills - Positive, proactive personality with a “make things happen” mindset - Ability to work in a fast-paced and complex environment
Nice to have:
- Sales or cross-selling experience (e.g., insurance products) - Experience in coaching methodologies and people development - Familiarity with Global Distribution Systems (GDS), such as Amadeus.
Benefits
- Salary: Up to €1,750 gross/month (depending on experience, negotiable) - Monthly ticket allowance (€100) - Metro card - Private life & medical insurance - Potential hiring bonus - Opportunity to work closely with international clients and gain strong exposure - Growth potential within a developing team structure - 100% on-site role - Flexible working schedule (e.g., shifts between 09:00–21:00 or 11:00–19:30 depending on team needs) - Possible 1 trip to Germany for training or client meetings
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