We are looking for analytical and results-driven Call Center Specialist to join our Call Center Services team,  part of Alpha Bank Contact Center . In this role, you will be responsible for end-to-end Workforce Management, ensuring optimal alignment between call demand and available capacity across multiple customer segments. Your mission is to ensure efficient operations, optimal resource utilization, and high service performance across a complex, multi-segment environment.

What You will be doing 

• Develop demand forecasting models and capacity plans, incorporating shrinkage, occupancy, and service level targets

• Design and manage shift schedules across multiple queues and customer segments to ensure optimal coverage

• Monitor real-time activity and perform intraday management, dynamically reallocating agents based on live demand

• Track and actively manage key KPIs, including Service Level, Answer Rate, AHT, FCR, and Abandonment Rate

• Leverage advanced Workforce Management tools and AI-driven forecasting solutions to enhance accuracy and decision-making

• Continuously optimize staffing models to support business growth and onboarding of new customer segments

• Collaborate closely with Team Leaders, Supervisors, and stakeholders to ensure smooth daily operations

What You need to have

• A Bachelor’s degree in Business Administration, Mathematics, Statistics, or a related field

• Minimum of 3 years of experience in Workforce Management or Call Center Operations

• Proven experience in real-time monitoring, scheduling, and intraday management within a multi-queue environment

• Strong understanding of contact center KPIs and performance drivers

• Experience with Workforce Management tools (e.g., NICE, Genesys, Verint) will be considered a strong advantage

• Advanced analytical skills and strong proficiency in Excel and reporting tools

• Fluency in English and Greek (both written and verbal)

• Ability to work in a fast-paced environment, manage multiple priorities, and respond effectively in real time

What we offer

It’s all about our people. At Alpha Bank, you will enjoy:

• A friendly and collaborative working environment that supports taking initiative and action

• A culture that centers around learning and continuous development and encourages everyone to bring their best self to work

• The opportunity to challenge your thinking through your participation in complex tasks and transformation projects

• Being part of a large organization with a leading role in the Greek economy and a strong presence in the community

• Flexible working options

• A competitive salary and benefits