Personalized Care Supervisor

Volton Ελληνική Ενεργειακή Α.Ε.
Πλήρης απασχόληση Γεμάτη μέρα
Αθήνα

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 Personalized Care Supervisor:


The role reports to the Contact Center Manager, you will be responsible for managing and overseeing our Personal Advisors team. The ideal candidate should have a CX driven mindset with strong interpersonal skills and a commitment to resolving problems!


 


What you will do:



  • Manage the team of Personal Advisors serving inbound/outbound contacts

  • Monitoring Personal Advisors performance and converged services customer care SLAs

  • Lead & motivate PAs to achieve productivity and CXP KPIs

  • Ensure that the team of PAs take full ownership of customer’s requests end to end where applicable

  • Recommendations for process transformation/development, based on customer/PAs feedback and analysis, aiming to achieve exceptional customer service treatment

  • Participation in all new Contact Center related projects.

  • Report PA team performance to Contact Center Manager on regular basis

  • Participate at the hiring process of new Personal Care advisors

  • Responsible of PAs shift schedule

  • Act as a contact person between Contact Center and 3rd level technical support teams


 


You are one of us if you meet the following:



  • Proven track record of at least 3 years on a similar role, with prior experience on:

    • Call Center, Customer Experience KPIs

    • Directly managing customer service teams in mobile telecommunications services



  • Strong leadership skills

  • Knowledge of customer service best practices and guidelines

  • Excellent time management and organizational skills

  • Strong analytical and analyzing skills

  • Team player with the ability to work collaboratively

  • Have a customer centric attitude & positive attitude

  • Ability to work in a fast-paced environment

  • Excellent verbal and written communication skills

  • Fluency in English and Greek

  • A good understanding of energy industry will be considered an asset


  


What we offer:



  • Indefinite contract

  • Competitive renumeration package

  • Monthly bonus based on performance

  • A clear career path and career opportunities within Volton

  • Private health insurance

  • Corporate benefits & perks

  • Continuous training and professional development

  • Modern and productive working facilities

  • Work for a Great Place to Work-Certified Company that promotes a positive work environment


 


 All applications will be treated with confidentiality.


If your CV meets the requirements of the job, we will contact you by phone to schedule an appointment.


Information about the Group on our site volton.gr

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