Contact Center Train & Tech 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 Train & Tech Supervisor to lead training, process documentation, knowledge management, and technology enablement within our contact center, ensuring excellent customer experience and strong operational performance.

Key Responsibilities

• Design and deliver onboarding and ongoing training for contact center agents
• Create, document, and maintain standardized operational processes and training materials
• Own and continuously improve the knowledge base (Publicpedia), ensuring accuracy and usability
• Collaborate with IT and vendors on system enhancements and requirements
• Lead or support User Acceptance Testing (UAT) for system changes
• Identify opportunities to improve tools, workflows, and automation
• Monitor KPIs and training effectiveness, providing insights to management
• Coach and support supervisors and agents; act as an escalation point for system-related issues

Required Experience & Skills

• Experience in a contact center environment with training or supervisory responsibilities
• Strong understanding of contact center KPIs (AHT, FCR, CSAT, NPS)
• Hands-on experience with CRM, CTI, IVR, or ticketing systems
• Strong communication, coaching, and analytical skills

• Experience managing a knowledge base or wiki
• Background in technical support or process improvement
• Relevant certifications (Training, Quality, Six Sigma, COPC)

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.