Volton Ελληνική Ενεργειακή

Customer Care Team Leader

Volton Ελληνική Ενεργειακή

full-time

Posted on:

Location Type: Hybrid

Location: Athens • Greece

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Job Level

Senior

About the role

  • Lead a team of 10-15 Customer Care representatives of mixed skillset Real-time monitor of the team’s performance across touch points Voice, Written, Social
  • Lead the daily pre shift briefings
  • Support the development of your team of customer care advisors through: Contacts quality assurance, On the job coaching, One-to-one meetings
  • Support the performance management model by achieving agreed KPIs
  • Create exceptional customer experiences by actively participating in CX initiatives including but not limited to detractors analysis, voice of the customer, pulse weekly meetings.
  • Identify team development opportunities and process improvements
  • Manage outbound voice recurring campaigns by leveraging available workforce and real time performance

Requirements

  • Prior working experience of at least 2 years as a customer service team manager in a contact center
  • Excellent written and verbal communication skills
  • Fluency in English, with additional languages being an advantage
  • Passion for providing exceptional customer service
  • Ability to inspire and guide a team, delegate tasks
  • Ability to plan, organize, effectively manage time
  • Experienced user of CRM software and other customer support tools
  • Previews working experience at telco and energy industry in a leadership position
  • Flexible on working in shifts, depending on business needs
Benefits
  • Indefinite Contract
  • Competitive Compensation: Attractive salary and bonus scheme
  • Flexible working model (we prioritize the human to human interaction)
  • Health insurance: Group health & medical insurance package
  • Access to Volton products exclusively designed for our people Continuous training and professional development
  • Career path opportunities within Volton Group
  • Modern offices with break out rooms, restaurant-coffee shop
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer service managementperformance managementquality assurancecoachingKPI achievementprocess improvementcampaign management
Soft Skills
communicationteam leadershipinspirationdelegationplanningorganizationtime managementcustomer service passion