Contact Center Manager

Job Description

FINCA Armenia is looking for Contact Center Manager, who is responsible for coordinating the daily work and continuous development of Contact Center.

Job Responsibilities

• Develop the department’s work and development strategy, internal procedures and policies and their proper realization
• Supervise the quality of work and daily functioning of the Contact Center in order to increase the efficiency of the department
• Develop KPIs for the employees of the department and ensure their successful realization
• Ability to initiate and implement automation processes and projects at Contact Center
• Ensure the effective realization of distant sales for new, closed and current clients as well as the continuous increase of volume of sales
• Guide and train the department staff
• Develop and supervise projects related to Contact Center and Customer Service functions
• Assist the HR department in selection and promotion existing staff
• Identify the training needs of the team members and organize the implementation of the necessary trainings
• Responsible for timely resolution of complaints received by all channels
• Pursue the effective application of the knowledge, tools and all that is needed to provide the best customer service in the company
• Guide the staff of the department by creating a working atmosphere that meets high ethical standards, encouraging mutual respect, trust, and cooperation
• Evaluate team members’ performance with established HR standards and tools
• Develop reports related to the work of the Contact Center
• Carry out other assignments related to the main responsibilities defined in the job description

Required Qualifications

• At least 5 years of experience in sales, contact center or customer service
• At least 2 years of managerial experience
• University degree.
• Excellent command of Armenian, good knowledge of English and Russian.
• Proficiency in office software (MS Word, Excel, PowerPoint, Outlook).
• Analytical-critical thinking, attention to details and punctuality.
• Experience in dealing effectively with customer complaints,
• Excellent interpersonal and communication skills.
• Ability to set priorities, do several tasks at the same time, and work independently.
• Problem-solving ability.

Company Benefits

• Competitive salary
• Annual bonuses based on the organization’s performance
• Paid day-offs
• Health insurance
• Rewards on the occasions of marriage and birth of children
• Training
• Teambuilding and corporate events
• An opportunity to grow and develop in an internationally-minded environment

Application Procedure

Apply here, if you meet the requirements above and are interested in the position announced.