1st Level Consumer Fixed Technical Support Team Leader

Optimal HR Group, on behalf of its client, Vodafone, is looking for a 1st Level Consumer Fixed Technical Support Team Leader.

The 1st Level Consumer Fixed Technical Support Team Leader is responsible for the effective and efficient operation of the 1st level Consumer Fixed Technical Support, providing guidance and support of team’s agents ensuring performance targets are achieved.

Responsibilities:

• Coordinate the team’s activities and monitor its performance based on quantitative and qualitative KPIs
• Guide, motivate and support team to achieve their targets
• Resolve escalated issues/questions of CSRs with speed and professionalism
• Identify, resolve and/or escalate technical issues and risks
• Co-operate with other TLs and departments in Cops in order to identify risks and opportunities and increase operational effectiveness

Requirements:

 

·        Technical Institution Degree

·        At least 2 year experience in a technical support department

·        Desired relevant experience as a Team Leader

·        Very good knowledge of the Greek and English language (oral and written)

·        Good knowledge of MS Office Suite (MS Excel, MS Word etc.)

·        Knowledge of ADSL, POTS and VOIP Technology

 

Key performance indicators:

ü  Customer Experience: NPS (Customer Care), TNPS (After-Call satisfaction survey)

ü  Call Center: Service Level, Abandoned Call Rate, First Call Resolution, Utilization

 

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

Benefits:

• Highly competitive remuneration package
• Excellent career prospects within a stimulating and growing working environment