Team Supervisor, Commercial Onboarding & Operations

Team Supervisor, Commercial Onboarding & Operations

Your potential has a place here with TTEC’s award-winning employment experience. As a Team Supervisor, Commercial Onboarding & Operationsworking onsite in Athens, Greece, you’ll be a part of bringing humanity to business. #experienceTTEC 

Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in Greece says it all! 

What You’ll be Doing

Join our team and play a key role in delivering a one-stop shop for commercial customers of all sizes. Our mission is to increase their uptime and productivity by integrating vehicles, software, charging, and service solutions. The Team Supervisor will lead and empower a dedicated team responsible for the accurate and efficient setup, provisioning, and enrollment of new and existing Commercial customers. This role is paramount in ensuring operational excellence and maintaining the highest level of data integrity. Beyond initial setup, a critical aspect of this position involves overseeing the meticulous quality checking of account creation submissions, verifying correct contract terms, product configurations, and customer billing account details. This precision is key to driving exceptional customer satisfaction, ensuring the correct connection of products to customer accounts, and is essential for the rapid realization of the value proposition that the client offers. The successful candidate will be a hands-on leader who drives process adherence, continuous improvement, team development, and fosters strong cross-functional and global collaboration to deliver superior customer experience from the initial customer account creation and onboarding phase.

During a Typical Day, You’ll

·Oversee the daily workflow, prioritization, and assignment of tasks related to account setup, provisioning, and enrollment for Commercial customers, ensuring timely and accurate completion of requests

·Lead, coach, mentor, and manage a team of agents, fostering a high-performance culture focused on accuracy, efficiency, and customer satisfaction in all onboarding and provisioning activities.

·Implement, monitor, and continuously refine quality control checks on all Sales-related orders and customer account setups. Partner effectively with external stakeholders to ensure impeccable order accuracy and data integrity before service delivery, minimizing errors and preventing delays.

·Develop, maintain, and enforce comprehensive global desk procedures and up-to-date work instructions. Drive initiatives to optimize existing processes, ensuring the team consistently utilizes the most efficient and effective methods to enhance customer account creation and Onboarding experience.

·Ensure the team develops and maintains a strong, current understanding of all systems and tools critical for customer account creation and onboarding and enablement with Ford Pro Products and Services, including but not limited to Salesforce. Act as a subject matter expert and provide guidance on system utilization.

·Serve as the primary escalation point for complex account creation and enrollment issues. Lead collaborative resolution efforts by engaging directly with Technical Support, Product Owners, Sales Managers, and other key stakeholders to ensure smooth execution and swift problem resolution.

·Set clear performance expectations, conduct regular performance reviews, identify training needs, and provide constructive feedback. Track key performance indicators (KPIs) related to customer account creation efficiency, accuracy, and customer satisfaction, generating reports for management and recommending strategic improvements.

What You Bring to the Role

·Minimum of 3 years of experience in customer operations, onboarding, or a related field, with at least 2 years in a supervisory or team lead role.

·Demonstrated experience in managing processes related to account setup, provisioning, and enrollment, preferably within a commercial or B2B technology/automotive environment.

·Proven track record of implementing and managing quality control processes to ensure high accuracy.

·Familiarity with Software as a service, telematics, or fleet management solutions is a significant advantage.

·Proficiency with CRM systems (e.g., Salesforce) and other relevant provisioning tools.

·Excellent verbal and written communication and interpersonal skills, with the ability to collaborate effectively across diverse internal and external teams.

What You Can Expect 

·Knowledgeable, encouraging, supporting and present leadership

·Career-growth and lots of learning opportunities for aspiring minds

·An inclusive culture and community minded organization where giving back is encouraged

·A global team of curious lifelong learners guided by our company values and excellent sales, product and systems training and continuous individualized coaching

·And yes… all the competitive compensation, performance-based bonus opportunities and the benefits you’d expect and maybe a few that might pleasantly surprise you

Visit https://mybenefits.ttec.com/?manual for more information. 

A Bit More About Your Role

We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

#ttecgreece