CALL CENTER MANAGER

• Minimum 2 years experience in managing a Call Center (min. 25 people)
• Previous experience in collections industry is a plus
• Very good organizer and communicator
• Proven good multi-tasking skills
• Innovative – able to find new, effective approaches for reaching objectives
• Good English language skills (both written and verbal)
• Very good PC skills – proficiency in handling data bases, detailed reports and statistics

KEY RESPONSIBILITIES:
• Manage all aspects of Call Center daily running
• Manage subordinates - review and coordinate optimum tasks and work volume allocation per teams and project managers
• Improve overall Call Center productivity in cooperation with Operations Manager – analyze statistics and propose actions based on key data and reports
• Closely monitor and forecast call volumes and manpower requirements, including shifts plans
• Set and monitor Call Center team/individual performance targets, timelines and quality standards
• Monitor random calls to maintain/improve quality, minimize errors and track teams performance
• Motivate Call Center staff – attract, coach and retain talented people; plan and coordinate recruitment and incentive schemes liaising with superiors and HR team
• Review staff performance and work closely with Training Coordinator for identifying and addressing Call Center training needs
• Prepare relevant reports for subordinates and top management
• Handle escalated, complex customer complaints or enquiries
• Develop and update Call Center policies and procedures
• Ensures all Call Center procedures and programs are effectively communicated to employees
• Maintain up-to-date knowledge of industry latest developments
• Liaise with Call Center Supervisors, Team Leaders, Operators, Operations Manager and General Manager for improved Call Center performance
• Liaise with all other department leaders for effective decision making and team results

OUR OFFER:
• Attractive salary and rewarding system
• Professional development, training and growth within an international company
• Competitive work environment

CREDITEXPRESS is a leading financial services group in the CEE region, providing a wide range of professional debt collection services and financial consultancy. We are proud to work with the largest and higher profile Consumer product and finance groups in the region, who choose to outsource to a reliable partner, which is able to provide a flexible and ethical collection service.

www.creditexpress.com.ro
www.creditexpress.eu