Onboarding Team Leader

About the role

Cross Border Talents is looking for an Onboarding Team Leader in Athens to supervise the customer onboarding team and support operational initiatives. The post holder must be a Subject Matter Expert on the client's products and services, keeping knowledge up to date so that customers receive a first-class onboarding experience. The team leads to high customer satisfaction, helps with escalated onboarding issues, gives guidance and supports training.

Key responsibilities

• Analyze and prioritize tasks for employees and maintain workloads so onboarding requirements are met
• Manage the onboarding call flow processes
• Analyze and manage onboarding program trends and progress, recommending process improvements and training enhancements
• Interact with Business Partners as needed
• Identify process improvement initiatives, analyze customer contact and escalation data, identify workforce gaps and resolve them, then present action plans to the FPS Operations Manager
• Assist employees with escalated onboarding challenges and questions, guide team members and help with training and contact

Required profile

• Further education (A Levels, Highers, ONC)
• Experience managing and coaching others and improving individual and team performance in a call centre environment
• Outsourced inbound contact centre or case management experience is an advantage
• Ability to lead and motivate teams, monitor and appraise direct reports, and handle a high-pressure environment
• Excellent computer literacy, oral, written and interpersonal communication, and time management skills

Required skills

• Preferred: understanding of contact center technologies, CRM systems and their reporting systems
• Proficient Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Good facilitation, negotiation and presentation skills

What we offer

• Schedule: 09:00 to 17:00 in the new offices on Leoforos Syggrou
• Performance bonus upon performance contract
• Permanent position