Customer Support Team Leader

Job Title: Customer Support Team Leader (Turkish Speaker) Job Description The Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability. **Essential Functions/Core Responsibilities**  * Lead, motivate, and support a team of customer support representatives to achieve performance and quality goals * Monitor daily operations to ensure service levels, productivity, and customer satisfaction targets are met * Provide regular coaching, feedback, and performance reviews to team members * Analyze team performance metrics and identify opportunities for improvement * Collaborate with internal stakeholders to improve processes, workflows, and customer experience * Ensure compliance with company policies, procedures, and service standards * Prepare and create WBRs and MBRs * Foster a positive, collaborative, and results-driven team culture * Managing team coordination for back office tasks at the same time as live contact handling * Perform quality evaluations as well as deep dives on contacts handled **Candidate Profile**  * **Fluency in** **English (B2 and above) and Turkish (C1)****, both written and spoken.** * German fluency will be considered as a plus. * Previous experience in **customer support, customer service, or contact center operations** * Prior experience in a **team leader, supervisor, or people management role, training and quality is considered an advantage** * Strong leadership, coaching, and communication skills * Ability to manage performance, motivate teams, and drive results * Strong organizational skills and attention to detail * Ability to work on site in Athens office with the possibility of a hybrid model following a successful probation period **Why Choose Us?** * **Stable Future:** Secure your career with an indefinite contract and enjoy 14 salaries per year. * **Financial Growth:** Competitive remuneration and monthly performance bonuses. * **Everyday Benefits**: Daily meal vouchers with Up Hellas Mastercard. * **Health Coverage:** Additional health package. * **Global Career Pathways**: Opportunities for international career advancement. * **Vibrant Community:** Participate in exciting employee events and enjoy our lively culture. * **Wellness Focus:** Access a free gym and wellness activities, and unwind at our rooftop cinema with Acropolis views. Location: GRC Athens - Ilia Iliou 51 Language Requirements: English (Required), German, Turkish (Required) Time Type: Full time