Contact Center Operation Supervisor
Public (Retail World SA)
full-time
Posted on:
Location Type: Hybrid
Location: Kifisia • 🇬🇷 Greece
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Take full responsibility for managing the Contact Center support team.
- Oversee Contact Center sales operations.
- Ensure the Contact Center team maintains high customer care performance by fully implementing policies, procedures, and best practices.
- Collect, analyze, and evaluate KPIs to monitor CSRs’ performance and ensure an excellent customer experience.
- Provide daily guidance and communication to employees to ensure timely, efficient, and knowledgeable resolution of customer cases and complaints.
- Lead the Customer Support team by delegating responsibilities, assigning tasks, and following up on progress.
- Identify and implement process improvements to enhance the customer experience and increase operational efficiency.
- Guide and support Team Leaders in designing, evaluating, and optimizing customer journeys to reduce customer effort and deliver high-quality interactions.
Requirements
- Proven experience in a leadership role within a Contact Center.
- Knowledge of key performance indicators (NPS, First Time Fix, Service Level, Abandoned Call Rate, FCR, Utilization).
- Experience in sales and achieving targets.
- Financial awareness and compliance with OPEX budgets.
- Strong leadership, communication, and team development skills.
- Analytical mindset with the ability to optimize processes.
Benefits
- 💼 Competitive compensation & benefits package
- 💰 Performance-based bonus scheme
- 🧑⚕️ Comprehensive life & health insurance
- 🏡 Flexible hybrid working model – to support your work-life balance
- 🧡 Psychological support via a professional helpline for you and your family
- 🚀 Career growth opportunities in a role that evolves with you
- 🎉 Valuable experience in a well-known and fast-growing organization
- 📚 Continuous learning and upskilling through tailored programs
- 🏃🏽♂️ Employee Wellness Program – office Pilates & sports teams (padel, football, volleyball & more)
- 🚗 Alternative transportation with company shuttle buses to our offices
- 📲 Exclusive access to our employee app, OrangeGen, packed with tools, news & perks
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
key performance indicatorsNPSFirst Time FixService LevelAbandoned Call RateFCRUtilizationsales experienceOPEX budget complianceprocess optimization
Soft skills
leadershipcommunicationteam developmentanalytical mindsetcustomer careguidancedelegationtask assignmentcustomer experience enhancementoperational efficiency