Contact Center Back Office Team Leader

Volton Hellenic Energy SA – powering Greece with Electricity, Natural Gas, and Telecommunications through Orizon.

We provide reliable solutions and build trusted relationships with our customers.
Through innovative services, we meet today’s energy demands while preparing for the challenges of tomorrow.

As Greece’s first multi-service provider, we seamlessly combine energy and telecoms, creating a unique ecosystem of value and convenience to our customers.

Recognized for a 3rd consecutive year as a Great Place to Work, we are proud of our people and our culture of excellence.

We are not just keeping up with the future – we are leading the way, setting the standard, and shaping what comes next.

Join Us!

As part of its development Volton strengthens its human resources in Athens and seeks a Contact Center Back Office Team Leader.

This role is responsible for coordinating the Back Office team of the Contact Center, ensuring the effective management and resolution of complex customer requests that cannot be resolved at first contact.

The Contact Center Back Office Team Leader oversees case management, coordinates collaboration with specialized departments, and ensures timely resolution of requests in line with defined SLAs. Through structured case handling and process control, the role contributes to improving customer experience and maintaining high service levels.

Responsibilities

• Manage and coordinate complex customer cases escalated from the Front Office, ensuring end-to-end resolution
• Monitor case progress and ensure timely closure in line with defined SLAs
• Handle and oversee special request types such as contract withdrawals, suspensions, package changes, credit refunds and other commercial exception
• Ensure accurate application and compliance with company policies, procedures, and operational guidelines
• Coordinate with 3rd-level support teams for resolution of complex or technical issues
• Collaborate closely with internal departments (Billing, IT, Provisioning, Treasury, Collections) to resolve cross-functional and pending issues
• Act as a central liaison between Contact Center operations and other business units to ensure seamless case resolution
• Ensure high-quality case handling and consistency in customer request management
• Identify recurring issues and escalate insights to Customer Experience teams for process improvement initiatives
• Lead, support, and develop the Back Office team while monitoring productivity, quality, and performance, and providing continuous feedback and coaching

Requirements:
• 3+ years of experience in Customer Service, Contact Center, or Back Office Operations
• Experience handling complex customer requests
• Previous team coordination experience is considered a plus
• Strong ability in managing complex customer cases
• Solid understanding of customer service operations
• Ability to coordinate multiple business functions effectively
• High attention to detail and accuracy
• Structured and analytical thinking
• Customer Centric mindset

Benefits:
• A competitive fixed salary package aligned with your experience and expectations
• Hybrid working model
• Private insurance, corporate benefits and perks
• Continuous training and professional development
• Excellent professional environment
• Modern and productive working facilities

Don’t miss the chance to join a Great Place to Work–Certified company that fosters a positive work environment and is proudly recognized as a Best Workplace for Women 2025. Embracing an Employee First culture, we put people at the heart of everything we do; an approach honored with a Silver Award for Employee-Centric Culture and a Silver Award for Best Onboarding Initiatives.

All applications will be treated with confidentiality. If your CV meets the requirements of the job, we will contact you by phone to schedule an appointment. Information about the company on our site volton.gr