One Group | One Energy
We are Enerwave, member of HELLENiQ ENERGY and a leader in providing outstanding and innovative energy solutions. We operate with passion, being engaged in heart and mind to what we do, and we pride ourselves on offering our employees a place where they can excel, creating value. We are offering now a set of exciting positions in our headquarters in Athens, across multiple departments and areas of expertise.
We are currently looking for a Telesales Account Manager who will be responsible for the overall performance, development and day‑to‑day governance of external Call Center partners engaged in Outbound Telesales and campaign execution for Residential and Small Business customers (LV/LP). The role focuses on delivering commercial targets, driving continuous productivity and quality improvement, ensuring regulatory and contractual compliance, and safeguarding a seamless customer acquisition journey across all third‑party telesales operations. Additionally, the role acts as a key commercial liaison between internal functions and outsourced vendors, ensuring alignment, consistency, and operational excellence throughout the entire sales lifecycle.
What will you do:
1. Sales Performance & Strategy Execution
• Implement the commercial strategy and ensure achievement of sales and productivity targets across assigned Call Center partners.
• Monitor and optimize core KPIs (calls/hour, contact rate, conversion rate, QA performance, cancellation ratios).
• Lead monthly performance deep‑dives and drive action plans to close performance gaps.
• Ensure proper resource allocation (capacity planning, shift structures, call volumes) to maximize efficiency and output.
• Identify new opportunities within the telesales channel and support the design of new campaigns or commercial initiatives.
2. Vendor Management & Partner Development
• Ensure strong operational alignment and daily coordination with external Call Center partners.
• Provide continuous guidance on scripts, product updates, sales briefs, compliance requirements and performance expectations.
• Support, coach, and develop external Team Leaders and Agents to uphold sales excellence and high‑quality standards.
• Conduct regular on‑site visits, audits, and structured vendor performance evaluations.
• Drive corrective actions, governance discipline and SLA adherence across all vendors.
3. Reporting, Analytics & Business Insights
• Prepare accurate daily/weekly/monthly performance reports covering productivity, quality, conversions, cancellations, and customer feedback.
• Analyze call‑level data to identify trends, operational bottlenecks, efficiency opportunities and risks.
• Provide management with timely insights, including forecasting, capacity planning and budget input.
• Monitor campaign ROI and effectiveness and recommend optimizations where required.
4. Compliance, Quality & Customer Journey Ownership
• Ensure full adherence to regulatory requirements for telesales and internal company policies.
• Oversee end‑to‑end customer acquisition, from initial contact to contract submission, ensuring accuracy and minimizing rejection rates.
• Safeguard the correct handling of sensitive personal and financial customer data within outsourced environments.
• Collaborate with Customer Operations, Quality and Legal to ensure rapid resolution of issues, escalations, or complaints.
5. Cross‑Functional Collaboration
• Work closely with Product Marketing for competitor insights, product updates, and commercial changes impacting the telesales channel.
• Liaise with Billing & Metering, Customer Care, Collections, Controlling, Credit and other internal teams to ensure frictionless downstream processes.
• Participate in the design of new commercial flows, operational processes and systems improvements.
What you need to be successful:
• A Bachelor’s degree in business administration, Marketing, Economics or related field (Master’s degree preferred).
• 3–5 years of experience in Account Management, Telesales Management or Vendor/BPO Management, ideally in the energy or telecom sector.
• Proven track record in Outbound Telesales and achievement of commercial targets.
• Experience working within structured KPIs and performance‑driven environments.
• Strong analytical skills with solid understanding of KPIs, reporting and performance dashboards.
• Excellent communication, negotiation and relationship‑building skills.
• Ability to coach, influence and develop external teams.
• Strong problem‑solving mindset and ability to manage complex, multi‑vendor environments.
• High degree of integrity and understanding of data protection and compliance requirements.
• Excellent command of Greek and very good command of English.
Our offer to you:
Enerwave S.A. will keep your personal information for a period of 2 years from the submission date, after which we will delete your personal data. Enerwave S.A. has the right to transfer your personal information to third parties to whom it has assigned services, which require the collection and processing of such personal data for candidate evaluation in the process of personnel selection.
For more information regarding the processing of your personal information and exercising your rights, please read the Notice to Candidate Employees
