The Client:

On behalf of our client, a leading company of restaurants and cafes in Cyprus, we are seeking for an experienced Call Center & Delivery Monitoring Manager.

The Position:

The ideal candidate should have excellent operational and leadership skills, to be customer service oriented in order to drive the performance and ensure high levels of customer satisfaction.

Duties and Responsibilities:

• Oversee the daily operations of the department functions, including staff scheduling, workflow management, and performance monitoring. Lead, mentor, and motivate the call centre team (between 35-40 people) to achieve and exceed performance targets.

• Prepare and manage the department budget by conducting monthly reviews and implementing actions to ensure compliance.

• Monitor and analyse the department performance metrics, prepare regular reports and identify areas for improvement. Ability to maintain a daily weekly and monthly report for the entire group and identify new opportunities in the operation aspects of the department.

• Lead and develop systems and procedures to ensure quality service and support in a variety of areas, including but not limited to, call centre functions, online support functions, aggregators technical and customer service support.

• Develop and implement strategies to enhance operational efficiency and service quality in offline and online channels of the customer service department as well to enhance the cooperation between the departments, brands of the group and the aggregators.

• Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolutions and lead the coordination between the brands and the support centre functions.

• Coordinate with other departments to ensure seamless customer service.

• Conduct regular training sessions to improve team skills and knowledge. Ability to maintain updated training material and systems in place to ensure that the whole department is up to date with changes.

• Stay updated with industry trends and technologies to maintain competitive advantage.

Skills - Qualifications – Experience:

• Bachelor’s degree in Business Administration, Communications, Operations or a related field.

• Minimum of 5 years’ experience in call centre management position and/or in the restaurant industry with delivery expertise.

• Strong leadership and people management skills.

• Excellent communication and customer service skills.

• Strong analytical skills with a data-driven approach to decision-making.

• Ability to manage multiple tasks and prioritize effectively.

• Proficiency on both English and Greek Language

Location:
The position is for the Company’s offices in Nicosia, Cyprus.

Remuneration:
An attractive remuneration package will be offered to the successful candidate.

TO APPLY CLICK HERE