Call-center manager

Call-Center Manager.
Duties and responsibilities:
• setting and meeting performance targets for speed, efficiency, sales and quality;
• managing the daily running of the call centre;
• liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
• maintaining up-to-date knowledge of industry developments and involvement in networks;
• monitoring random calls to improve quality, minimise errors and track operative performance;
• reviewing the performance of staff, identifying training needs and planning training sessions;
• recording statistics, user rates and the performance levels of the centre and preparing reports;
• handling the most complex customer complaints or enquiries;
• organising staffing, including shift patterns and the number of staff required to meet demand;
• coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
• forecasting and analysing data against budget figures on a weekly and/or monthly basis;


Entry requirements

2+ years of relevant work experience, including any experience with a strong customer focus.
Advanced level of English, Romanian and Russian languages is obliged.
Candidates need to show evidence of the following:
• excellent communication and problem-solving skills;
• a strong customer focus and an ability to work well in teams;
• an excellent telephone manner;
• a desire to help others work towards targets and develop their skills;
• leadership skills and the ability to motivate and develop staff;
• confidence and a good business sense;
• the ability to set, meet and exceed targets;
• the ability to manage change.


For the right candidates we offer fair salary, benefits package, good working conditions and possibility of career advancements.