We at Nova, are a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for an experienced and highly motivated Account Coach_Technical Support Call Center to join our Technical Operations team.
You have the challenging mission to:
Drive performance excellence within the Technical Support team by coaching Team Leaders, improving service quality, and enhancing the overall customer experience. In this role, you will identify development opportunities, support training initiatives, and collaborate closely with management to optimize KPIs, quality standards, and operational processes.
What will you do:
• Monitor and evaluate calls and tickets based on quality standards and performance criteria.
• Provide coaching and feedback to Team Leaders (TLs) to improve performance and customer experience.
• Support the onboarding and training of new employees.
• Identify training needs and create development plans.
• Collaborate with Team Leaders and Management to improve KPIs and operational processes.
• Monitor adherence to procedures, policies, and quality standards.
• Contribute to the development of training materials and the knowledge base.
• Support the team in handling complex cases and operational matters.
It would be nice if you have:
• Previous experience in a Call Center or Technical Support environment.
• Experience in coaching, quality monitoring, or training.
• Excellent communication and interpersonal skills.
• Strong ability to analyze performance and provide constructive feedback.
• Good knowledge of CRM systems, ticketing systems, and MS Office / MS Excel.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
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