Head of Contact Center Department
3 500 – 4 000 $ per month net
Payments: once a month
Experience: 3–6 years
Full-time employment
We are looking for a strong manager capable of ensuring the uninterrupted operation of the department and the achievement of planned targets. Your task is not just to control numbers, but to build an effective system of interaction within the team and maintain a high technical standard of service operation.
Responsibilities and Tasks:
- **Efficiency Management (KPI):
**- Daily monitoring and control of the department's planned indicators.
- Control of operational metrics: percentage of missed calls, call connection speed, chat performance.
- Analysis of communication quality (call listening, customer rating control).
- Work with analytical reports and control timely execution of analytical tasks.
- **Team Management:
**- Daily employee development: conducting coaching sessions, working in a "second chair" format, providing quality feedback on growth areas.
- Tracking the performance dynamics of each manager and addressing their issues.
- Conducting regular motivational briefings to maintain team morale.
- Monitoring the execution of tasks by employees.
- **Technical and Operational Control:
**- Ensuring stable and uninterrupted operation of telephony (controlling the "boiler", SIM card availability, communication channel technical condition).
- Monitoring the operation of software systems (including Plutós) in standard mode.
- Interaction with the HR department: forecasting personnel needs, submitting recruitment requests, and forming internship groups.
Requirements:
- Work experience: from 3 years in a leadership position (Team Lead, Supervisor, Department Head) and a total of at least 6 months of experience in contact centers.
- Management skills: ability to multitask, effectively prioritize, and build interactions both within the team and with related departments.
- Analytical thinking: skills in working with contact center KPIs, ability to make data-driven decisions and evaluate their effectiveness.
- Technical literacy: understanding of CRM systems and modern telephony principles.
- Personal qualities: high responsibility, organization, stress resistance, and the ability to remain productive under high workload.
- Advantageous: experience in the banking sector or microfinance organizations (MFOs).
Conditions:
- Schedule: 5/2 from 9:00 to 18:00
- Remote work format
- Opportunities for career growth
- Bonuses and company activities
- Salary consists of a base salary + KPI
- Income: your starting base salary will be from 200,000 rubles. After the first test month of work, your earned salary will increase to 220,000 rubles, and this is not the end, as your income and possibly your role in the team will grow along with the project itself!
- Opportunity to genuinely influence processes and make decisions (without lengthy approvals and bureaucracy)
- Support from management (you won't be left alone with tasks, but you won't be limited in your actions either)
- Development as a manager (access to training, case studies, the opportunity to implement and test new approaches in work)
- Project in active growth phase (opportunity to build a system for yourself and scale the team)
- Direct influence on key business indicators
- Open communication with product, marketing, and analytics
