Technical Support Supervisor
Optimal HR Group
Athens, GR
πριν από 1 μέρα

Optimal HR Group on behalf of its client, Vodafone, is looking for a Technical Support Supervisor.

TheTechnical Support Supervisor is responsible for providing a high level experience and problem resolution to Consumer and Business customers, ensuring the successful execution of company’s strategic plans and being able to act proactively and effectively for both internal teams and customers.

Responsibilities :

  • Be supportive, communicative, and attentive
  • Ensure that team members understand and comply with all call center objectives, performance standards and policies
  • Identify operational issues, act proactively and suggest possible improvements
  • Deliver KPIs
  • Monitor performance, budget flow and take all necessary proactive actions to ensure smooth operation
  • Requirements :

  • Bachelor’s degree in engineering master’s degree is considered as an asset
  • At least 3 years of experience in a technical department
  • Excellent usage of the Greek and English language
  • Good knowledge of MS Office (word, excel)
  • Excellent Knowledge of contact center performance indicators
  • Key performance indicators :

  • Customer Experience : TNPS, First Time Fix
  • Call Center : iNPS, Attrition, Average Handling Time, Abandoned Call Rate
  • Back Office : Ask Once SLAs, MTTR
  • Financials : Compliance with budget elements
  • Core Competences, knowledge and experience :

  • Excellent communication skills
  • Strong customer orientation, understanding customer needs
  • Strong people management and motivation skills
  • Excellent organizational and leadership skills with a problem solving ability
  • Adaptability to changing conditions, work priorities and organizational needs
  • Self awareness and passion for delivering experience excellence to the customer
  • Benefits :

  • Highly competitive remuneration package
  • Excellent career prospects within a stimulating and growing working environment
  • Private medical insurance
  • Αναφορά αυτής της εργασίας

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