Call Center Training Advisor

We at Nova, are a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for vibrant and fast thinking " Call Center Training Advisor" to be part of our successful team in our "Commercial Training Team".

You have a challenging mission for:

Inspiring and equipping our call center teams to deliver exceptional customer experience. You'll design and deliver engaging training programs on technologies, processes, and service excellence. From onboarding to continuous upskilling, you'll ensure our agents are confident, capable, and ready to build trust with every customer interaction.

What will you do:

• Deliver instructor-led and virtual training on fixed & mobile technologies.
• Teach company processes and escalation flows related to service activation and fault diagnosis.
• Train agents on contact center systems and internal modules.
• Deliver training on customer‑service principles, including active listening, empathy, confident reassurance, de‑escalation techniques and strategies to calm upset customers.
• Teach techniques for creating a sense of security and building trust with customers, including clear language, transparency, appropriate disclosure, and follow‑up commitments.
• Develop practical exercises (role‑plays, simulated calls, call‑shadowing, and scenario workshops) to practice soft‑skill application alongside technical troubleshooting.
• Develop course content: manuals, quick-reference guides, e-learning modules, video tutorials, assessments and certification tracks.
• Design customized training programs and learning paths based on performance metrics and QA feedback.
• Measure training effectiveness through assessments, KPIs and continuous improvement.
• Collaborate with product, technical operations and QA teams to keep materials current with network and process changes.
• Support new-hire onboarding and deliver regular refreshers and upskilling sessions.
• Administer training surveys and conduct evaluations on all training programs and projects, as well as monitor and report the effectiveness of each training group of employees.
• Evaluate on-going training programs to determine if skills and job knowledge have been achieved and successfully implemented/maintained.
• Act as a Business Partner between Commercial Training and Customer Care/Technical Support segments.

It would be great if you have:

• BSc degree in Business Administration, Human Resources or other related discipline
• 2 or more years of experience in a relevant position.
• Excellent command of the English language written & spoken.
• Working knowledge on Siebel, SAP, PaSPort, Cempresso
• Prior working experience in Telecommunications is preferred
• Clear and effective communication.
• Excellent working knowledge of MS Office

What you will get

• Wellness programs to keep yourself fit
• Mobile voice and data to talk
• Discounts on Nova Fixed / Mobile / TV for you, friends, family
• Private Insurance program to check up on your health
• Toddlers allowance to daycare your kids