Fixed Care Contact Center SPV

At Vodafone, we're not just shaping the future of connectivity for our customers – we're shaping the future for everyone who joins our team. When you work with us, you're part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Ensure a distinctive customer experience for Consumer Fixed customers, by driving operational excellence and the successful delivery of strategic pillars NPS, First Time Fix (FTF) ,Ask once & ACR while maintaining cost efficiency and compliance with budget targets.

More specifically you will:
Lead the Family Fixed Care Contact Center Operations team, owning the end-to-end fixed products support experience.
Monitor, analyze, and assess KPIs to evaluate performance and secure continuous improvement in customer experience.
Coach and guide Team Leaders to redesign and enhance customer journeys, reducing customer effort and improving satisfaction.
Identify and reduce detractors through deep analysis of customer feedback and journey insights.
Drive Service-to-Sales initiatives, ensuring commercial opportunities are integrated into daily operations.
Inspire, motivate, and support teams through regular feedback, clear communication, and recognition.

At least 2 years' experience managing inbound/outbound call center teams, with proven delivery of results.
Strong understanding of company products, services, and customer lifecycle.
Solid knowledge of call center performance metrics and analytical reporting.
Commercial acumen with excellent presentation and stakeholder management skills.
Fluent in English, proficient in MS Office.
Customer-focused, solution-oriented, and a strong people leader.
Change agent with adaptability and a passion for cultural transformation.

Key performance indicators:
Customer Experience: TNPS, FTF, Hard Detractors %
Operational Efficiency: AHT, Abandon Rate, FCR7/FCR30, Occupancy, Adherence
Financials: OPEX compliance and efficiency targets

Worried that you don't meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

• Award-winning work environment -certified #1 Top Employer in Greece
• Competitive pay, bonus & remuneration package
• Private Health & Medical Insurance
• Hybrid way of working: a blend of remote and office-based working, including the option to work from abroad
• Unlimited connectivity with our mobile, landline and Vodafone TV services – Experience first what our customers love
• Unlimited access to learning resources and trainings
• Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
• Remote work equipment to help you create a comfortable, ergonomic workspace at home
• Spirit of Vodafone days: dedicated time to pause, develop new skills and connect with our teams, values and services
• Extra days off: Vodafone Day, Family Day, Volunteering Day
• Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
• Special employee offers and discounts

#LI-Hybrid #Vodafonespirit #Togetherwecan

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to for guidance.

Together we can.