Outsourced Contact Center Specialist Ι Training & Knowledge Management

Purpose

As an Outsourced Contact Center Management Specialist, with a focus on Training & Knowledge Management to join our Outsourced Contact Center Management Team, part of Alpha Bank Customer Service Division and you will be responsible for designing, developing and continuous optimization of training programs and knowledge materials supporting the customer service operations of the Bank, delivered through external partners and internal teams.
This role is instrumental in ensuring frontline agents are equipped with the right tools, content, and guidance to deliver exceptional customer experiences aligned with the Bank’s quality and compliance standards.

What you will be doing

• Design, develop, and maintain training materials, guidelines, FAQs, and knowledge base content for inbound customer service agents across outsourced contact centers and internal contact center teams.
• Collaborate closely with internal teams (Operations, Training & Quality, Compliance) and external vendors to align on procedures, standards, and training priorities.
• Support the onboarding, upskilling, and refresher training activities for new and existing contact center staff.
• Monitor the effectiveness of training content through performance metrics and quality monitoring feedback, identifying improvement areas.
• Contribute to the knowledge management framework, ensuring accuracy, version control, and accessibility of all customer-facing and internal support materials.
• Participate in change management processes related to new products, services, and procedures by updating documentation and communicating effectively across stakeholders.
• Participation in employee training may also be required.
• Ensure consistency in the messaging, tone, and clarity of all training and knowledge documentation, maintaining alignment with the Bank’s branding and customer communication standards.

What you need to have

• A Bachelor's degree in Business, Communications, Learning & Development, or a related field. A Master’s degree or certifications in Training/Knowledge Management will be considered a plus.
• Minimum of 3 years of experience in a relevant role within Customer Service, Call Center Operations, L&D, or Knowledge Management, preferably in the banking or financial services sector.
• Demonstrated experience in developing training content and documentation for large-scale customer service operations.
• Familiarity with Knowledge Base platforms (e.g., Confluence, SharePoint, Sabio) and Learning Management Systems (LMS).
• Excellent command of both Greek and English (written and spoken), with strong writing and communication skills.
• Strong organizational and project management abilities, with attention to detail and the ability to manage multiple deliverables simultaneously.
• A collaborative mindset with the ability to work cross-functionally and influence external partners.