Customer Care Director 
Location: GR, I, Athens
Department: Customer Care
Employment type: Full-time
Required experience: Director
Required education: Bachelor's Degree
Industry: Information Technology and Services
Function: Management
Company profile: Viva Online Services is the leading Greek online services website providing online services in various sectors like Travel, Ticketing, Telecoms, Insurance, sport events, cultural events, etc.Viva Payments is a Payment Institution operating under official license by the Bank of Greece. The company offers innovative payment services to businesses and professionals, combining maximum security with flexibility and support. Founded in 2006 and 2010 respectively, by parent company Realize S.A. are constantly looking for fresh talent to add to their human resources. Currently planning our international expansion, Viva Online Services and Viva Payments are the ideal places for anyone to kickstart their career or take it to the next level, and grow with us.
Description: Viva Services, the largest online services company in Greece, offering innovative services in the areas of Travel, Ticketing, Telecoms, Insurance and more, is expanding its business in Greece and internationally and is seeking a highly qualified professional to lead the Customer Care department. The ideal candidate should:Lead multiple teams of experienced personnel in various positions Transfer the management's vision and business practices to team leaders and therefore the entire staff of the Customer care department Translate vision into specific initiatives and tactical plans and execute accordingly in order to achieve or exceed goals. Provide strategic direction and leadership encompassing areas including customer satisfaction, quality assurance, employee engagement, and performance management to enhance the organization’s effectiveness.Engineer and execute new approaches / procedures to effect continual improvements in the efficiency and effectiveness of the department and services performed.  Support and champion organizational change initiatives.Cultivate an environment that encourages maximum productivity and effectiveness, personal growth and development, open communications and teamwork. Develop and foster effective working relationships / partnerships with members of leadership within and outside of Customer Care (for example, Operations, Development, Sales, etc)Leverage voice of the Customer feedback to recommend strategic initiatives focused on enhancing the overall customer experience.
Requirements: Demonstrated ability at recognizing, hiring and developing talent, engaging and inspiring people, setting / achieving high performance standards and championing change. Strong motivation skills leveraging a management-by-example process.Strong interpersonal skills and proven ability to work with all levels of employees.Experience in achieving aggressive organizational goals and objectives, conveying sense of urgency while moving beyond challenges and obstacles.Solid analytical and problem solving skills. Ability to analyze trends and suggest solutions to challenges. Proven project management skills.Refined written and verbal communication skills in Greek, English and preferably a third language. Ability to foster open communications, listen effectively and build strong partnership networks.Solid knowledge of call center technology and the ability to leverage such tools to improve the customer and employee experience.Bachelor’s degree in business, technology or related field and/or relevant related experience.Preferred 8 years overall customer service / contact center experience.Preferred 3 years contact center experience at Director level with total responsibility for leading team of 50+ employees.Strong computer/systems skills.Willingness to be on call as requested/required - operation is 24/7.Ability to travel
Benefits: Viva Online Services provides a creative, challenging and dynamic environment which encourages team spirit, cooperation and continuous learning. All applications will be treated as strictly confidential. Currently in our fastest growth period, the selected candidate will have the opportunity to grow with us and expand his/hers professional horizons.
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