We are looking for a Call Center Team Lead for an international Fintech Company.

The Call Center Team Lead plays an essential role in hiring employees and providing them with the guidance and support they need. This position involves monitoring call center metrics, offering real-time coaching, and fostering a positive work environment

At the moment, the hiring company is only planning to organize a call center, which gives you the freedom to set up processes from scratch in a way that suits you

Main Job Duties

Oversee the day-to-day operations of the call center, ensuring efficient call handling and adherence to company policies
Recruit, onboard, and train new call center agents
Conduct regular coaching sessions with call center agents
Monitor call quality and analyze call center data to identify trends and implement performance improvement initiatives
Collaborate with other departments to ensure a seamless customer experience across all touchpoints
Manage the technical aspects of the call center, including:
oversee the performance and maintenance of call center software (ACD, CRM, IVR)
collaborate with IT department and service providers to troubleshoot technical issues
identify and implement new technologies to improve call center efficiency

Professional requirements

3+ years of experience as a call center leader;
Experience in building a call center from scratch;
Eglish level B2 as minimum and higher;
Be a strategic thinker who can develop and implement a call center vision that aligns with overall company goals;
Possess strong leadership skills to motivate, coach, and inspire your team to achieve peak performance;
Be a data-driven leader who can analyze call center metrics and identify areas for improvement

Conditions

100% Flexible work environment (Office & Remote);
Opportunity to take part in a marketing decision-making process;
Paid vacation(28 days per year) and 100% sick pay refund;
Opportunity to travel and meet cultures around the world