Тип вакансії: Повна зайнятість

Розташування:

Зарплата: $2500–$3500

Key Skills
CRM Management
Responsibility
Organizational Skills
Stress Resistance
Proactive Approach
Customer Relations
Reporting and Analytics
Coaching
Team Management
Job Description
We are looking for a strong leader who can ensure the smooth operation of our contact center, achieve KPI targets, and build an efficient team management system. The ideal candidate will not only monitor performance metrics but also focus on team development and service quality improvement.
Main Responsibilities
1. Performance Management (KPIs)
Daily monitoring of target KPI achievement
Tracking operational metrics (missed calls, response times, chat performance)
Monitoring communication quality (call reviews, customer feedback, quality assessments)
Working with analytics and reporting
2. Team Management
Daily employee development through coaching, feedback, and hands-on support
Monitoring KPI performance trends for each team member
Conducting motivational briefings and maintaining team engagement
Ensuring task completion and accountability
3. Operational and Technical Oversight
Ensuring stable operation of telephony systems and communication channels
Managing CRM and internal systems (including Plutos)
Collaborating with HR on recruitment planning, onboarding, training, and workforce forecasting
Requirements
At least 1 year of experience in a leadership role (Team Lead / Supervisor / Head of Department)
At least 6 months of experience in a contact center environment
Strong understanding of call center KPIs and analytics
Ability to work effectively in a fast-paced, multitasking environment
Basic understanding of CRM systems and telephony platforms
High level of responsibility, stress tolerance, and organizational skills
Experience in banking or microfinance institutions is an advantage
What We Offer
Fully remote work format
Real influence on business processes and decision-making without excessive bureaucracy
Supportive leadership and open communication
Opportunities for career growth and management development
Ongoing training, performance reviews, and the freedom to implement your own ideas and approaches
A project in an active growth phase
Company bonuses and team activities
If this opportunity sounds like a good fit for you, we would love to hear from you. Apply today!

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