IS/ Call Center Systems Specialist

1 week ago

Athens, Attica, Greece Nova Full time
Description

We at Nova, a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for a dynamic IS/ Call Center Systems Specialist to be part of our Call Center Systems team. 

You have a challenging mission for: 

ensuring smooth operation, optimization, and high availability of ACD, IVR, dialer, and VoIP systems. You will handle advanced troubleshooting, implement upgrades, support security and capacity planning, and drive continuous improvements in call center technologies.

What you will do:

  • Manage and maintain call center systems (ACD, IVR, dialers, VoIP).
  • Perform system upgrades, patches, and configuration changes.
  • Monitor system performance and ensure high availability.
  • Provide second-level and third-level support for system-related issues.
  • Diagnose and resolve complex telephony and application problems.
  • Collaborate with vendors and internal teams for escalated issues.
  • Configure call routing, IVR menus, and agent profiles.
  • Optimize workflows and implement new technologies to improve efficiency.
  • Prepare technical documentation for internal use.
  • Generate performance reports and assist in capacity planning.
  • Help ensure compliance with data protection and security standards.
  • Support implementation of access controls.
  • Assist in planning and deploying new call center technologies.
  • Participate in testing and quality assurance for new implementations.
  • Stay updated on emerging call center technologies.
  • Suggest improvements to enhance system reliability and efficiency.

It would be great if you have:

  • A University Degree in relevant field
  • 3+ years of experience in a similar role
  • Previous experience in the telecommunications sector is appreciated
  • Basic Knowledge of Contact Center Platforms - Familiarity with tools like Genesys, Avaya, or Cisco (basic navigation and configuration).
  • Understanding of Telephony Concepts
  • Basic knowledge of VoIP principles, call routing, and queue management.
  • Basic knowledge of ASR and NLU technology
  • Reporting Basics - Generating standard performance reports (AHT, call volumes) using built-in tools.
  • Troubleshooting Fundamentals - Ability to identify and escalate system issues.
  • Streamlining workflows for efficiency and cost-effectiveness.
  • Ensuring adherence to regulatory standards and internal policies.
  • Good communication Skills, clear interaction with team members and vendors.
  • Ability to follow troubleshooting guides and escalate effectively.
  • Having the capacity to understand the impact of systems on customer experience.
  • Willingness to learn new systems and processes quickly.

What will you get:

  • Wellness programs to keep yourself fit.
  • Mobile voice and data to talk.
  • Discounts on Nova Fixed / Mobile / TV for you, friends, family.
  • Flexy work from home to balance your life.
  • Private Insurance program to check up on your health.

  • Information Systems/Call Center Systems Specialist

    2 days ago

    Athens, Attica, Greece Nova Full time

    We atNova, a very young and dynamic team, the 2nd largest telecom provider in Greece, looking for a dynamicIS/ Call Center Systems Specialistto be part of ourInformation Systems/ Call Center Systemsteam.You have a challenging mission for:ensuring smooth operation, optimization, and high availability of ACD, IVR, dialer, and VoIP systems. You will handle...

  • Call-Center Operator

    3 days ago

    Athens, Attica, Greece wherewework Hellas Full time

    on behalf of:whereweworkFor an international client, we are recruiting an energetic and customer-orientedCall Center Operator.You will handle incoming calls, provide accurate information and support, record and process customer requests as well as complaints, and ensure their timely resolution. Strong communication skills, attention to detail, and the...

  • Hotline Call Specialist

    2 weeks ago

    Athens, Attica, Greece The A21 Campaign Full time

    WHO WE ARE:A21 is a nonprofit organization fueled by radical hope that human beings everywhere will be rescued from bondage and completely restored. We are the Abolitionists of the 21st century (A21), and we work to free people in slavery and disrupt the demand. For 17 years now, we've rolled up our sleeves and set our feet to action. Why? Because in a...

  • Hotline Call Specialist

    2 weeks ago

    Athens, Attica, Greece The A21 Campaign Full time

    WHO WE ARE:A21 is a nonprofit organization fueled by radical hope that human beings everywhere will be rescued from bondage and completely restored. We are the Abolitionists of the 21st century (A21), and we work to free people in slavery and disrupt the demand.For 17 years now, we've rolled up our sleeves and set our feet to action. Why? Because in a single...

  • Call Center Manager- Υπεύθυνος τηλεφωνικού κέντρου

    2 weeks ago

    Athens, Attica, Greece BEAUTIFUL COMPANY ΜΟΝΟΠΡΟΣΩΠΗ ΙΚΕ Full time

    Call Center Manager- Υπεύθυνος τηλεφωνικού κέντρουBEAUTIFUL COMPANY ΜΟΝΟΠΡΟΣΩΠΗ ΙΚΕΠροβολή 1 θέσεωνΑθήναΤοποθεσίαΑθήναπριν 2 λεπτάΗμ. ανάρτησηςπριν 2 λεπτάΜε κάποια εμπειρίαΕπίπεδο εμπειρίαςΜε κάποια...

  • Τεχνικός Υποστήριξης Call Center

    2 weeks ago

    Athens, Attica, Greece GEK TERNA Group Full time

    Τεχνικός Υποστήριξης Call Center / MonitoringGEK TERNA GROUPΑΚΟΛΟΥΘΗΣΕ Κατασκευαστικός | Τεχνικός κλάδοςΠροβολή 40 θέσεωνΑθήναΤοποθεσίαΑθήναπριν 7 ώρεςΗμ. ανάρτησηςπριν 7 ώρεςEntry / ΑρχάριοςΕπίπεδο εμπειρίαςEntry /...

  • Call Center Agent

    3 days ago

    Athens, Attica, Greece Avedo - Part of Stroer X GmbH Full time

    Für unseren Standort Avedo Thessaloniki suchen wir dich als Call Center Agent (m/w/d) - German speaker only in Teilzeit / Vollzeit.Deine Benefitssicherer Arbeitsplatz und Festanstellung in Voll- oder Teilzeit (ab 30h/Woche)pünktliche Gehaltszahlung + Prämienzahlung (u.a. Anwesenheit, Produktivität)intensive, bezahlte Einarbeitung und regelmäßige...

  • Υπάλληλος Call Center

    1 week ago

    Athens, Attica, Greece Sfakianakis Group Full time

    Η Executive Lease, μέλος του Ομίλου Σφακιανάκη, με ηγετική θέση στον κλάδο της αυτοκίνησης, αναζητά στον Βοτανικό:Υπάλληλο Call Center Αρμοδιότητες:Εξυπηρετεί το υπάρχον πελατολόγιο μέσω εισερχόμενων...

  • Υπάλληλος Call Center

    3 hours ago

    Athens, Attica, Greece Sfakianakis Group Full time

    Η Executive Lease, μέλος του Ομίλου Σφακιανάκη, με ηγετική θέση στον κλάδο της αυτοκίνησης, αναζητά στον Βοτανικό:Υπάλληλο Call Center Αρμοδιότητες:Εξυπηρετεί το υπάρχον πελατολόγιο μέσω εισερχόμενων...

  • Call Center Agent

    1 week ago

    Athens, Attica, Greece CONVENTUS AE Full time

    Η Conventus S.A., με δυναμική παρουσία στον χώρο της τηλεφωνικήςυποστήριξης, ενδιαφέρεται να εντάξει στην ομάδα της, Call Center Agents για Inbound & Outbound Calls, για λογαριασμόμεγάλων ελληνικών εταιρειών που παρέχουν...