Customer Care Team Leader, Volton, GR

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

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 to support the growth of Contact Center team.

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 in charge of the support and development of our customer care representatives throughout their career upskill advancement. Embracing our teamwork culture you will work closely with our Contact Center teams so as 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 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