Customer Care Team Leader at Volton

Athens, Attica, Greece -

Full Time

Start Date

Immediate

Expiry Date

14 Jun, 26

Salary

0.0

Posted On

16 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Customer Care, Contact Center Management, Performance Monitoring, Quality Assurance, Coaching, Performance Management, KPI Achievement, Customer Experience Initiatives, Process Improvement, Outbound Campaigns, Workforce Management, CRM Software, Communication Skills, Delegation, Organization

Industry

Utilities

Description

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 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 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 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 Don’t miss the chance to join a Great Place to Work–Certified company that fosters a positive work environment and is proudly recognized as a Best Workplace for Women 2025. Embracing an employee-first culture, we put people at the heart of everything we do; an approach honored with a Silver Award for Employee-Centric Culture and a Silver Award for Best Onboarding Initiatives. 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 company on our site volton.gr

Responsibilities

The Team Leader will be responsible for leading a team of 10-15 Customer Care representatives, monitoring real-time performance across voice and written channels, and leading daily pre-shift briefings. This role also involves supporting team development through quality assurance, coaching, and one-to-one meetings to achieve agreed Key Performance Indicators.