As the Call Center Manager, you will play a pivotal role in

overseeing the operations and primarily sales performance of our external and internal

call center. Your primary responsibility will be to ensure the achievement of call center,

especially telemarketing targets and objectives while maintaining the highest standards

of customer service. Additionally, fluency in English will be advantageous as you will act

as a liaison between the external call center and our headquarters.

Responsibilities:

1. Call Center Operations: Manage and oversee the daily operations of the

external and internal call center, including inbound and outbound sales calls,

customer inquiries, and lead generation activities.

2. Performance Management: Monitor call center performance metrics such as call

volume, service level, conversion rates, sales targets. Implement strategies to

optimize performance and achieve targets.

3. Quality Assurance: Ensure that all calls adhere to company policies,

procedures, and quality standards. Conduct regular call monitoring and provide

feedback and coaching to call center agents as needed.

4. Training and Development: Coordinate training programs for call center agents

to enhance their product knowledge, sales techniques, and customer service

skills. Identify areas for improvement and implement training initiatives

accordingly.

5. Reporting and Analysis: Generate regular reports on call center performance

and KPIs. Analyze data to identify trends, opportunities, and areas for

improvement. Present findings to management and recommend actionable

strategies.

6. Customer Experience: Champion a customer-centric approach within the call

center, emphasizing the importance of delivering exceptional service and building

positive relationships with customers.

7. Overseeing Customer Support team: ensuring efficient handling of customer

inquiries, complaints, and order issues while coordinating closely with the

Operations Department.

8. Liaison Role: Serve as the primary point of contact between the external call

center and headquarters. Facilitate communication, coordinate

activities, and ensure alignment with company goals and objectives.

9. Cross-Functional Collaboration: Collaborate with internal departments such as

Sales, Marketing to align call center activities with overall business strategies and

initiatives.

Requirements:

• Proven experience in call center management, telemarketing, or sales leadership

roles.

• Strong understanding of call center operations, performance metrics, and quality

assurance processes.

• Good communication and interpersonal skills.

• Fluency in Serbian and English languages; proficiency in Russian is a plus.

• Analytical mindset with the ability to interpret data and make data-driven

decisions.

• Leadership capabilities with the ability to motivate and inspire a team.

• Strong organizational skills and attention to detail.

• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Join our client and be part of a dynamic team dedicated to driving success and

delivering exceptional customer experiences. As the Call Center Coordinator, you will

have the opportunity to make a significant impact on our business and contribute to our

continued growth and success.