Customer Operations Back Office Supervisor (Thessaloniki)

Adecco HR is the global leader in HR services, certified in Greece with ISO 9001:2015 in the field of search and selection services and temporary placement. Adecco is currently seeking, on behalf of its client, ZeniΘ, for a dynamic professional to cover the following position:

Customer Operations Back Office Supervisor (Thessaloniki)

Job Description

Supervise and coordinate the activities of the back office team, including task allocation, performance monitoring, and coaching. 

Provide guidance, feedback and support to the employees. 

Set and monitor workload and productivity metrics for all team members to maintain operational efficiency

Collaborate with other departments to resolve escalated issues and improve end-to-end customer processes

Develop and implement standard operating procedures (SOPs) and ensure compliance with internal policies

Identify areas for process improvement and lead initiatives to streamline operations and reduce errors

Prepare regular reports on team performance, set operational KPIs, and customer behavior

Support training and development of team members and onboarding members, to ensure high-quality service delivery 

Act as a point of contact for audits and ensure proper documentation and record-keeping

Make monitor checks to ensure quality assurance

Respond to customer’s messages/ requests/ complaints via email, phone or internal systems in a professional and timely manner

Serve customer’s digital requests

Adhere to company standards and compliance requirements

Participate in the company’s trainings

At least 5 years of work experience in customer operations, back office supervision, or similar role 

Bachelor’s degree in business administration, Operations Management, or related field

A post graduate degree would be an asset

Strong leadership and team management skills 

Strong organization skills with the ability to manage multiple priorities and able to work independently 

Excellent communication skills both oral and written 

Customer oriented 

Excellent organizational and problem-solving abilities 

Attention to details 

Ability to understand the needs of the customer 

Effective time management 

Excellent interpersonal skills 

Dynamic, effective and highly motivated

•    Competitive remuneration package 

•    Friendly and challenging working environment