Call Centre Manager

JOB Title: Call Centre Manager
Location: Chisinau, Moldova
Salary: Competitive
Company: Euro-Net SRL
Job type: Full time
Date posted: 27/08/2007
Availability: 24/09/2007
Job description
Dynamic opportunity for an experienced Manager, who has previous experience managing the technological side of a call centre. In this role you would be reporting to the General Manager, and your role will be to oversee voice and data technology supporting a call centre operation that runs 24/7. You would be managing all relationships with the third party that supports the company’s computers and LAN/ WAN/ VPN.
The Contact Centre Manager is responsible for operational delivery, daily running and management of the call centre with responsibility for setting and reaching customer service targets and planning areas of improvement and development. Call (Contact) centre Manager ensure that all quality and quantity contractual parameters are reached in perfect accord to the Service Level Agreements (SLA).
The Contact Centre Manager is also responsible for the development of business plans, reaching prospects, contracting new customers by all key performance indicators including the profitability of the program.
Main duties
•Managing the daily running of the call centre;
•Organising staffing, including shift patterns and the number of staff required to meet demand;
•Planning and developing staff recruitment strategies, wording vacancy advertisements and liaising with HR staff including coaching, motivating and retaining staff and co-ordinating bonus, reward/penalty and incentive schemes;
•Developing a strong 'people focus' culture; Encouraging and promoting effective team working between Operations and other functional personnel;
•Setting and reaching efficiency and quality performance targets ;
•Monitoring random calls to improve quality, minimise errors and track operative performance identifying staff training needs and planning training sessions;
•Recording statistics, user rates and the performance levels of the centre, and preparing reports;
•Ensuring program reports are accurate and provide relevant commentary including issues, recommendations for improvement and action plans
•Handling the most complex customer complaints or enquiries;
•forecasting and analysing data on budget figures on a weekly and/or monthly basis;
•Ensure that the program is operated within legal and regulatory parameters and procedures.
•Maintaining an up-to-date knowledge of industry developments and involvement in membership of networks;
•Develop long-term strategic plans to retain and grow the business.

Requested General Knowledge and skills
Education and/or experience on the entry level of the following:
•Minimum of management experience in a position of responsibility in a Call Centre activity;
•Strong team-building, motivation and leadership skills ;
•Displays tact, sensitivity, diplomacy and discretion, good stress management abilities and strong interpersonal communication skills;
•Analysis and planning capacity;
•Proficient level of knowledge of a range of Call-Centre (contact centre) technologies and practices;
•Ability to project and manage a number of contact centre operational activities;
•Excellent Planning and Organization skills, thorough attention to detail;
•Strong sense of responsibility for operational performance;
•Very good three lingual (Romanian-Russian-English) oral and written communication skills preferred;



If you are interested, please forward your resume to hr@euro-net.md .