1st Level Consumer Fixed Technical
Role Purpose
The role is responsible for the effective and efficient operation of the 1st level Consumer Fixed Technical Support, providing guidance & support of team’s agents ensuring performance targets are achieved.
Key responsibilities
- Key accountabilities and decision ownership:
- Coordinate the team’s activities and monitor its performance based on quantitate and qualitative KPIs
- Guide, motivate & support the team to achieve targets
- Resolve escalated issues/questions of CSRs with speed and professionalism
- Identify, resolve and/or escalate technical issues & risks
- Co-operate with other Team Leaders and COPs departments to identify risks & opportunities and increase operational effectiveness
Core competencies, knowledge and experience:
- At least 2-year experience in a technical support department
- Excellent communication skills
- Strong customer orientation
- Strong people management & motivation skills
- Strong problem solving skills
Must have technical / professional qualifications:
- TEI or University Degree
- Very good knowledge of 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
- Desired relevant experience as Team Leader in call centre operations
Location: Petralona – Athens, Greece
Please apply through kariera.gr
