Contact Centre Team Leader
Consumer & Customer Care
Full Time
Athens, Greece
2019-02-10

Contact Centre Team Leader
We are looking for a Contact Centre Team Leader to be a part of our Customer and Consumer Service Team. Based in Athens – Marousi, we need to set up our new in-house Contact Centre from 'zero', starting with the recruitment of a new team and till the implementing of development strategies. 

A typical day at work:
Your main responsibility within a team would be to prepare and open the new Contact Centre, which would be part of our Customer and Consumer Services Department. After the successful start, you would implement new projects together with your new team. All together you would provide different kinds of service and support to our consumers all across Greece. As the main task will be a daily communication to consumers (picking up the phone, answering emails, selling activities, etc.).   

Among your main tasks there would be two focuses: on best-in-class consumer service and on quality control of Contact Centre specialists' work. Together with Ownership Solutions your responsibility would be to develop Contact Centre as revenue creator both for consumers and Electrolux (cross/up selling of consumables, accessories, spare parts, finished goods as well as services such as extended warranties, fixed price repair, installations, etc.). You would also work cross-functionally in a matrix environment in order to gain and give support to Field operations & Quality/Technical support, HR and Marketing. 

As a Team Leader will be responsible for the full operational leadership and control of the Electrolux contact center department, by ensuring that agents comply with all call center objectives, performance standards and policies.

Who you are:
Collaborative. - You build networks and trust, good working relationships and apply your influence to shaping change.
Agile. - You work efficiently and proactively to deliver results.
Influential - You know how to structure a case and get people on board.
Self-starting. - With lots of initiative, you always have something to do and thrive on being productive.

The Call Centre Team Leader is expected to have the following specialist skills, knowledge and experience:
• Previous sales experience with a proven track record of success in a sales role.
• Experience of leading a team 1-year minimum.
• Call center experience 4 years minimum.
• A good understanding of working with KPIs and conversion rates, to provide constantly the expected SLA.
• Experience with CRM or equivalent call centre IT systems.
• Good knowledge of MS Office.
• Excellent written and verbal communication in the Greek Language.
• Very good use of English.