Удаленная работа
Head of Call Center Operations
Удаленная работа
Полная занятость
We are seeking a Head of Call Center Operations for our client, a fast-growing company in the Bio supplements & Vitamins industry. The company operates in Africa, Asia, and South America, offering health-focused products.
This role offers the opportunity to lead and optimize a sales team, improve processes, and drive significant business growth.
Key Responsibilities
- Oversee the daily operations of multiple call centers in international markets (Africa, Asia, Latin America).
- Monitor and manage KPIs for the team and individual members.
- Create, test, and refine sales scripts.
- Train, mentor, and motivate the team to ensure professional growth and high performance.
- Design and implement motivational programs for the team.
- Verify payroll calculations for subordinates.
- Optimize CRM systems to enhance operational efficiency.
- Ensure high-quality customer service and adherence to communication standards.
- Conduct regular team meetings to review progress and set future goals.
- Collaborate with other departments to align sales processes and strategies.
Who We’re Looking ForExperience:
- Minimum of 2 years managing call centers.
- Proven track record in building and optimizing sales processes.
- Experience working with international teams is required.
Skills:
- Expertise in call center processes.
- Expertise in CRM systems (setup, optimization, monitoring).
- Success in achieving and exceeding sales targets.
- Strong leadership skills with the ability to mentor and grow team members.
- Understanding of B2C sales strategies for international markets.
- Knowledge of call center operations is a plus.
Languages:
- English: Fluency (work involves communication across multiple countries).
- French: A strong advantage.
Preferred:
- Background in creating training programs.
Soft Skills
- Leadership: Inspire and guide the team toward high performance.
- Communication: Effectively engage with team members and clients.
- Flexibility: Adapt to dynamic changes and challenges.
- Problem-Solving: Strong decision-making skills and conflict resolution abilities.
- Emotional Intelligence: Build trust and foster collaboration within the team.
Work Conditions
- Location: Remote, with flexibility to work within the time zones of Europe and Ukraine. Occasional travel may be required.
- Schedule: Full-time, 5 days per week, approximately 9:00 AM – 6:00 PM (Kyiv time).
- Opportunities for professional development through training and courses.
- Performance-based bonuses and annual incentives.
Recruitment Process
- Initial interview with the recruitment agency.
- Interview with the client’s team.
- Final interview with decision-makers.
Tetiana Trofimova
