Contact Center Operation Supervisor

The organization

Why Join Us? It's More Than a Job in Retail, It's Your Story.

At Public Group, we believe in the power of our people in a sustainable way. That's why we're not just focused on what you do, but who you become. We're committed to fueling your growth, because when you win, we all win. Imagine a place where you feel supported, valued, and empowered to make a real difference. A place where you can build a career you love, to leave your mark in our story!

Public Group strategically invests to create an ecosystem of innovative scaleups around its core Omnichannel Retail business, with the objective to provide exciting customer experiences powered by operational excellence. We bring together technology, talent & entrepreneurship to create value in the Greek market & society.

Our Omnichannel retail, in Greece and Cyprus, is the love brand Public, a Leading Omnichannel Home Living, Tech & Entertainment Retailer with long lasting heritage. Innovation is part of our DNA. Through our ecosystem of startups and organizations, - iRepair, Klarna, Douleutaras.gr, SVUUM, Bookvoice, BOX NOW, our tech PublicNEXT, Endeavour, Big PI, Metavallon, & Venture Friends - we offer pioneer services to our consumers. We operate 60 stores, 3 eShops and an ecosystem of digital properties such as: public ticketing, public business and bookfriends.gr.

We are looking for a Contact Center Operation Supervisor to lead and manage our Contact Center team.

Responsibilities:

·        Take full responsibility for managing the Contact Center support team.

·        Oversee Contact Center sales operations.

·        Ensure the Contact Center team maintains high customer care performance by fully implementing policies, procedures, and best practices.

·        Collect, analyze, and evaluate KPIs to monitor CSRs’ performance and ensure an excellent customer experience.

·        Provide daily guidance and communication to employees to ensure timely, efficient, and knowledgeable resolution of customer cases and complaints.

·        Lead the Customer Support team by delegating responsibilities, assigning tasks, and following up on progress.

·        Identify and implement process improvements to enhance the customer experience and increase operational efficiency.

·        Guide and support Team Leaders in designing, evaluating, and optimizing customer journeys to reduce customer effort and deliver high-quality interactions.

Requirements:

• Proven experience in a leadership role within a Contact Center.
• Knowledge of key performance indicators (NPS, First Time Fix, Service Level, Abandoned Call Rate, FCR, Utilization).
• Experience in sales and achieving targets.
• Financial awareness and compliance with OPEX budgets.
• Strong leadership, communication, and team development skills.
• Analytical mindset with the ability to optimize processes.

What we offer:

•  💼 Competitive compensation & benefits package
• 💰 Performance-based bonus scheme
• 🧑‍⚕️ Comprehensive life & health insurance
• 🏡 Flexible hybrid working model – to support your work-life balance
• 🧡 Psychological support via a professional helpline for you and your family
• 🚀 Career growth opportunities in a role that evolves with you
• 🎉 Valuable experience in a well-known and fast-growing organization
• 📚 Continuous learning and upskilling through tailored programs
• 🏃🏽‍♂️ Employee Wellness Program – office Pilates & sports teams (padel, football, volleyball & more)
• 🚗 Alternative transportation with company shuttle buses to our offices
• 📲 Exclusive access to our employee app, OrangeGen, packed with tools, news & perks

What Does OrangeGen Offer?

• 🔗 Connect: Engage with your colleagues and management seamlessly, ensuring you're always in the loop and part of our dynamic community.
• 🎉 Recognize: Celebrate achievements and milestones with a culture of recognition that boosts morale and fosters a positive work environment.
• 🏆 Custom Rewards: Enjoy personalized rewards and kudos, tailored to recognize your unique contributions and achievements.

By joining us, you’ll be part of a forward-thinking company that prioritizes open communication, employee recognition, and personalized rewards.

Are you ready to be the next #OrangeGen maker?

Orange Gen, is our team of 2.200 people who are committed to cultivating an innovative retailtainment environment, supporting continuous development, and embracing flexibility—all while placing customer centricity at the forefront. We believe in fostering a culture that values your contributions, boosts your ambitions, and supports personal and professional growth. “Joy at Public” is our main motto which lies in creating a workplace where every individual is empowered to excel and evolve, always keeping the customer at the heart of our endeavors. We like to share our moments under the #OrangeTeam celebrating all team’s achievements and Orange Marks Stories!

All applications will be treated with the strictest confidentiality.