Contact Center Front Office Team Leader

Volton Hellenic Energy SA – powering Greece with Electricity, Natural Gas, and Telecommunications through Orizon.

We provide reliable solutions and build trusted relationships with our customers.
Through innovative services, we meet today’s energy demands while preparing for the challenges of tomorrow.

As Greece’s first multi-service provider, we seamlessly combine energy and telecoms, creating a unique ecosystem of value and convenience to our customers.

Recognized for a 3rd consecutive year as a Great Place to Work, we are proud of our people and our culture of excellence.

We are not just keeping up with the future – we are leading the way, setting the standard, and shaping what comes next. 

Join Us!

As part of its development, Volton strengthens its human resources in Athens and seeks a Contact Center Front Office 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.

• →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

• Prior working experience of at least 3 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