Role title : CUNSUMER FAMILY FIXED TEAM LEADER
Function : CONSUMER CARE & PERSONALIZED LCM
Band : H
Sub-function : CONSUMER CARE
Reports to : CONSUMER FAMILY CARE SUPERVISOR
Location : FALIRO
Role purpose : To be responsible for the effective and efficient operation of Consumer Inbound Family team and to guide & support agents in the degree that CC’s performance targets are achieved.
Key accountabilities and decision ownership :
Monitor, coach & evaluate his / her team by leading by example
Coordinate the team’s activities and monitor its performance based on quantitate and qualitative KPIs.
Participate in projects with scope to improve productivity and customer experience and identify issues related to better customer service and resolve them.
Cooperate closely with other call centre team leaders and process improvement analysts, in order to search and collect the appropriate data for projects completion.
Resolve customers’ problems or complaints if needed and determine optimal solutions.
Core competencies, knowledge and experience :
Excellent organizational and leadership skills with a problem solving ability
People engagement & motivation skills
Ability to develop a clear view on potential customer opportunities
At least 1 year working experience in our call centers
Familiar with Targets and YTD results & VF way principles
Very good knowledge and interest to learn about latest mobile & fixed products and services.
Must have technical / professional qualifications :
Technical / General Institution degree
Very good level of Greek and English language (oral and written).
Very good knowledge of MS Office.