Call Centre Manager for Greece

 Job Summary:

The Call Center Manager is responsible for leading the call center team, ensuring efficient
operations, exceptional customer service, and goal achievement. This role includes managing
daily activities, overseeing agent performance, optimizing processes, and ensuring compliance
with company policies. The ideal candidate will also have experience with new product launches
and Microsoft Dynamics 365 in a call center environment, driving sales and customer satisfaction
through data-driven strategies and leadership.

Key Responsibilities:

1. Operational Management:
• Supervise daily call center operations, ensuring consistent service delivery.
• Monitor call volume and customer interactions to meet and exceed service level
agreements (SLAs).
• Optimize resource allocation.
• Implement and update call center procedures that enhance productivity and service
quality.
• Participate in new product launches, ensuring the team is trained and equipped to
handle customer inquiries effectively.
• Leverage Microsoft Dynamics 365 for call center operations, including tracking
performance metrics and improving service efficiency.

2. Sales and Customer Experience Management:
• Drive sales performance by implementing and coaching sales techniques and best
practices within the team.
• Create customer experience strategies that enhance satisfaction, reduce complaints,
and boost loyalty.

3. Team Leadership and Development:
• Lead, coach, and mentor call center supervisors, and team leaders.
• Set and monitor performance goals, providing constructive feedback and
development opportunities.
• Cultivate a positive work environment, promoting collaboration, engagement, and
professional growth.

4. Performance Tracking and Continuous Improvement:
• Track key performance indicators (KPIs), including average handle time, first call
resolution, customer satisfaction, and sales metrics
• Champion continuous improvement initiatives, focusing on enhancing both service
delivery and operational efficiency.

5. Budget and Resource Management:
• Manage the call center budget, ensuring cost-effectiveness without sacrificing service
quality.
• Identify cost-saving opportunities while maintaining or improving service levels.
• Liaise with vendors for call center tools and technology, ensuring optimal pricing and
performance.

Key Qualifications:

Education:

• Bachelors degree in Business Administration, Management, or related fields.
• Masters degree (MBA) is an advantage.

Experience:

• Proven experience in call center management, including managing large teams.
• Experience in new product implementation and call center sales.
• Familiarity with Microsoft Dynamics 365, particularly for call center and CRM
functions.
• Sales and customer service experience, with a proven track record of achieving
targets.

Skills:

• Leadership and team management expertise, with experience in mentoring and
coaching.
• Sales-driven mindset, with the ability to incorporate sales techniques into customer
interactions.
• Strong analytical skills, capable of interpreting data and KPIs to drive decision-making.
• Proficiency in call center technologies and CRM systems, especially Microsoft
Dynamics 365.
• Excellent communication and interpersonal skills, with the ability to manage
escalations effectively.
• Customer-centric approach, focused on delivering high-quality service.

Competencies:

• Detail-oriented and organized, with the ability to manage multiple priorities.
• Strong problem-solving and decision-making skills, even under pressure.
• Sales acumen, with the ability to coach and improve team sales performance.
• Collaborative and adaptable, fostering teamwork across departments. Ability to manage
a high-pressure environment, particularly during peak periods.

Benefits:

• Competitive remuneration package.
• Bonus upon successful project completion.
• Private medical insurance.
• Opportunities for formal training and development.
• A collaborative environment that values personal and professional success.

Client Profile:

The client is an innovative company based in Greece that provides various services, including Information Technology, Robotic Process Automation (RPA), and Business Process Outsourcing. With over 100+ employees, the client focuses on enhancing business efficiency through cutting-edge technology.

Important Note:

Before starting the hiring process, all shortlisted candidates must sign an agreement outlining key terms, including compensation and non-solicitation clauses. Only candidates who are willing to review and sign this agreement should apply.

Email: contact@mobignosis.in, harsha@mobignosis.in