Work format: remote 🗓 Schedule: 5/2 💼 Sphere: FinTech / online cryptocurrency lending

We are an international financial company operating in the field of online loans with cryptocurrency disbursement.

We are looking for a Head of Contact Center who will take over a currently operating team, bring order to processes, and be able to directly influence loan disbursement rates.

This position is for someone who is used to working at a high pace, with numbers, people, and a large number of parallel tasks.

About the team

The Contact Center is one of the company's key departments, responsible for customer communication and loan disbursement.

Staff - about 30 managers

The structure includes several areas:

• sales managers; • technical support; • chats; • night shift; • supervisor, who assists in the operational management of the team.

Main tasks

• Fully manage the contact center's operations and be responsible for its results. • Organize the effective work of all areas and shifts. • Monitor disbursements, conversions, productivity, and other key KPIs. • Analyze team performance, identify reasons for dips, and promptly influence results. • Establish a clear system for managing managers and the supervisor. • Assign tasks to the supervisor, monitor their completion, and develop them as a leader. • Ensure the quality of customer communication and the efficiency of handling incoming inquiries. • Work with schedules, workload, and employee distribution across different areas. • Identify weak spots in processes and implement changes to increase the quantity and quality of disbursements. • Collaborate with HR on recruitment, onboarding, and employee development. • Generate regular analytics and reports on the contact center's performance. • Quickly respond to changes in performance metrics and emerging operational issues.

Who we are looking for

We are looking for someone who:

• has experience managing a contact/call center; • has managed a team of 20–30 people and understands the specifics of a large operational department; • knows how to work with KPIs, conversions, funnels, and analytics; • understands how to increase team efficiency, not just monitor employee presence at work; • knows how to build work through supervisors and other line managers; • is capable of making independent decisions and not waiting for constant instructions; • is ready to delve deeply into numbers and operational processes; • works calmly under high load and at a fast pace; • is focused on concrete, measurable results.

What is important

We are not looking for a supervisory manager. We need someone who can immerse themselves in the existing system, figure out what works and what doesn't, establish processes, and improve the contact center's performance.

The main result of this position is the stable operation of the team, meeting planned targets, and increasing the efficiency of disbursements.

What we offer

• Fully remote work format • 5/2 schedule. • Work with an existing team of about 30 people and a supervisor. • Opportunity to independently influence processes and develop the contact center structure. • Work in a rapidly growing FinTech project. • High level of autonomy and direct influence on business metrics.