Contact Center Manager
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FINCA is an American Financial Institution operating in Eurasia, the Middle East, Africa and Latin America, serving over 1.7 million clients, announces:
Contact Center Manager
Head Office – Pristina
A Contact Center Manager leads a team of contact center agents. He/ She is responsible for planning and implementing contact center strategies and operations, improving systems and processes and managing staff.
- Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefits analysis
- Develop standards, processes, procedures and systems to support quality and day to day contact center activates.
- Develop, coach, support and evaluate the team
- Maintains regular training sessions with the team
- Focused to achieve business sales growth and meting loan collection targets
- Increase customer retention rate and customer satisfaction levels
- To prepare action plans for effective sales leads and prospects
- Proactively works on collecting Written Off loans
- Increase customer experience through excellent customer service
SKILLS AND QUALIFICATIONS:
- Bachelor Degree in Marketing, Business or Communications
- Work experience on telemarketing management or outbound contact center environment
- Excellent communication, management, interpersonal and leadership skills required
- Strong business, analytical and organizational skills;
- Ability to train, motivate, and lead a team of employees to maintain an efficient operation;
- Strong knowledge of English language both in writing and in speaking;
Please fill in the application online at the web site: FINCAKosovo.org or send CV and motivation letter to the e-mail addresses: firstname.lastname@example.org or email@example.com. The title should state the position of the job and the place. Applications submitted in other forms are not considered.
Only selected candidates will be contacted. Female candidates are strongly encouraged to apply. The application deadline is until 18/03/2019. FINCA Kosovo offers equal employment opportunities.
FINCA Kosovë Zyra Qendrore Rr. Robert Doll, Nr.112 10000 Prishtina + 383 (0) 38-609-721 + 383 (0) 38-609-722