Volton Hellenic Energy SA is a Greek company that is dynamically active and is increasing its capacity rapidly in the field of Electricity Supply and Trading, in the Gas Energy Sector and soon enough in the field of Telecommunications.

By offering reliable services that meet the ever-growing energy needs of businesses and households, Volton aims to build solid and trustful relationships with its customers. The company’s ambition is to become one of the most important companies in the industry and remain at the forefront of developments as the first multiservice provider combining Electricity, Natural gas and Telecommunications.

As part of its development Volton strengthens its human resources in Athens and seeks a Customer Care Team Leader.

We are looking for a kind, passionate, self-motivated professional who will join our leadership team. Working in shifts and public holidays, 5 days a week, you will be responsible for the support and development of our customer care representatives throughout their career advancement. Embracing our teamwork culture, you will work closely with our Contact Center teams to highlight process improvement opportunities, as well as provide feedback about customer care representatives development opportunities.

 Responsibilities

• 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 customer care team 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 Leader in a contact center
• Passion for providing exceptional customer service results
• Fluency in English, with additional languages being an advantage
• 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

 Personal Skills

• Excellent written and verbal communication skills
• Ability to inspire and guide a team, delegate tasks
• Ability to plan, organize and effectively manage time

 Benefits