Contact Center Supervisor

With more than 40 years of experience in the healthcare sector, Bioiatriki Healthcare Group is the leading provider of primary care services in Greece. With a strong commitment to superior medical and digital technology, Bioiatriki is dedicated to advancing health and science and prides itself in its skilled and specialized workforce.

In BIOIATRIKI, we value our people as the “heart” of our organization and actively embrace our vision to look after every person’s health needs and support people live long and well!

We embrace our values: Empathy, Excellence, Vision, and Accountability, creating a work environment that promotes diversity and creates growth potential for our employees.

Position Overview

We are seeking an experienced and results-driven Contact Center Supervisor to join our Group's Contact Center. The role is responsible for the overall daily operation and performance of the Contact Center, ensuring service excellence, operational efficiency and achievement of key performance targets. The Contact Center Supervisor will lead and develop Team Leaders, monitor operational results and drive continuous improvement initiatives aimed at enhancing the customer experience.

Key Responsibilities

• Ensure the smooth and efficient daily operation of the Contact Center, achieving agreed service levels and performance targets
• Lead, coach and develop Team Leaders, fostering a high-performance culture across teams
• Monitor and analyze key Contact Center KPIs, implementing actions to improve service quality and operational efficiency
• Manage escalations and complex operational issues, ensuring timely resolution and customer satisfaction
• Collaborate with Workforce Management and cross-functional teams to optimize staffing, processes and overall performance
• Drive continuous improvement initiatives and support projects related to automation and digital transformation

Requirements

• Bachelor’s degree in Business Administration, Management, Operations, or a related field is desired
• Proven experience in a supervisory or managerial role within a Contact Center environment
• Strong knowledge of Contact Center KPIs and performance management
• Experience in high-volume Contact Center operations
• Knowledge of Workforce Management, forecasting and scheduling
• Familiarity with CRM, telephony and quality monitoring systems
• Proficiency in MS Office, particularly Excel and reporting tools
• Good command of Greek and English, both written and spoken

Candidate Profile

• Proven leadership and people management skills
• Customer-focused and results-oriented mindset
• Strong analytical, problem-solving and decision-making abilities
• Excellent communication and collaboration skills
• Highly organized, proactive and committed to continuous improvement

Benefits

• Life and health insurance plan
• Healthcare provisions for employees and their first-degree relatives
• Continuous learning and unlimited access to our online training and development platform
• Career advancement prospects in a modern and friendly work environment
• The chance to contribute to a leading healthcare organization with a strong social impact