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CS Performance Monitoring and Business Development Specialist | Strategic Initiatives

Company:  ALPHA BANK
Date:  25 Sept 2026
Location: 

ΠΕΙΡΑΙΑΣ, GR

 

At Alpha Bank we are shaping the future of banking in Greece.

 

Through our large-scale Transformation Program, we are changing the way we operate, the way we deliver results and the way we service our Customers.

 

  • We understand our Customers’ needs and design experiences around them.
  • We work in partnership and invite diversity of skills and perspectives.
  • We are forward-thinking and drive continuous improvement.
  • We make things happen; we execute quickly and focus on what is essential.

 

If you are a change enthusiast who sets ambitious goals and works with a sense of purpose, we want to get to know you!

 

Join our team #AlphaBank

 

#WeAreAlpha #EnablingProgress #AlphaCulture #ValuesThatLead #OneTeamOnePurpose

 

Purpose

As a Contact Center Performance Monitoring & Business Development Specialist, with a focus on Strategic Initiatives & Transformation, you will be responsible for supporting and coordinating strategic initiatives within the Contact Center Business Area. The role sits at the intersection of business, customer experience and technology and is responsible for analyzing, redesigning and expanding Contact Center capabilities across channels and platforms. 
 

What you will be doing

  • Support the planning, coordination and execution of strategic Contact Center initiatives, including digital transformation, process redesign, enhanced service perimetry and the integration of AI-enabled capabilities across platforms and channels.
  • Participate in the design and optimization of system flows and customer journeys, leveraging AI/GenAI capabilities to improve efficiency and customer experience.
  • Define and expand the service perimeter of Contact Center, identifying new services, use cases and customer segments that can be supported centrally.
  • Assess how new services and journeys can be supported through existing and new systems, including Genesys platforms, IVR and Transaction Systems.
  • Act as a liaison between Contact Center, IT, external service providers and other Business Units, ensuring alignment and smooth implementation of initiatives.
  • Gather, structure and document business requirements, translating operational needs into clear project specifications for implementation.

What you need to have

  • A  Bachelor’s degree in Business Administration, Economics, Engineering or a related field.
  • A  Master’s degree in Project Management, Business Analytics or related field will be considered an asset.
  • 3-5 years of experience in Call Centers or other Contact Center (human or digital) operational roles (preferably within banking or other contact center related environments).
  • Strong organizational skills.
  • Ability to manage multiple stakeholders and work effectively across teams.
  • Structured thinking and strong analytical skills.
  • Strong presentation and communication skills.
  • Excellent command of Greek and English (written and spoken).

 

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

 

All applications will be acknowledged and treated in utmost confidence.

Apply now »