Salary:
Competitive salary package — determined based on experience and interview performance.
If you are motivated, organized, and ready to lead a dynamic team, we’d love to hear from you!
Requirements
English level: B2 or higher
Previous experience in the call center field & collection
Strong leadership and team management skills
Ability to monitor performance, improve KPIs, and ensure high service quality
Key Responsibilities
Performance Management: Monitor, analyze, and report on key performance indicators (KPIs) like customer satisfaction (CSAT) and service levels.
Team Leadership: Hire, train, coach, and motivate agents to achieve team goals, including handling escalated customer complaints.
Operational Optimization: Develop and implement procedures to improve efficiency and maintain high service standards.
System & Technology Management: Ensure CRM, telephony, and workforce management systems operate efficiently.
Budgeting: Manage operational costs, staffing schedules, and budget allocations.