We at Nova, are a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for an experienced and highly motivated Call Center Team Leader to join our Technical Operations team.
You have the challenging mission to:
Lead and optimize the daily operations of the Technical Support team, ensuring high service quality, operational efficiency, and customer satisfaction. In this role, you will drive team performance through coaching, KPI monitoring, and cross-functional collaboration while effectively managing escalations and continuous process improvements.
What will you do:
• Manage the daily operations of the Technical Support team.
• Monitor team performance based on KPIs and SLAs.
• Provide coaching, training, and continuous support to Team Leaders (TLs) of partner teams.
• Handle escalations and complex technical incidents.
• Ensure service quality and compliance with established procedures.
• Collaborate with other departments to improve processes and enhance customer experience.
• Prepare reports and propose improvements to productivity and service quality.
It would be nice if you have:
• Previous experience in a Call Center or Technical Support environment.
• Experience in a Team Leader / Supervisor role is considered essential.
• Excellent communication and leadership skills.
• Strong team management and problem-solving abilities.
• Good knowledge of CRM and ticketing systems.
• Good command of MS Office / MS Excel.
• Ability to work in a demanding and fast-paced environment.
What you will get:
- Wellness programs to keep yourself fit
- Mobile voice and data to talk
- Discounts on Nova Fixed / Mobile / TV for you, friends, family
- Private Insurance program to check up on your health
- Toddlers allowance to daycare your kids