Call Center Manager

Position Code: COB_002M

Location: Ioannina, Greece (on-site)

JOB DESCRIPTION

  • Develop objectives for the call center’s day to day activities
  • Actively manage incoming calls, call routing and agent availability to ensure short wait times and proper handling of calls
  • Devise ways to enhance procedures that employees are expected to follow during and between calls
  • Monitor phone interactions to ensure that customer expectations are fully met and to provide feedback on improvements that can be made
  • Assist in developing and implementing future call center vision and strategy
  • Review quality performance measurements and provide input for coaching performance action plans where necessary
  • Ensure that all complaints are resolved in a timely manner
  • Assist in the development and roll-out of sales incentive and commission plans
  • Collect and analyze call center statistics (sales rates, costs, evaluate performance, metrics, etc.)
  • Working cross functionally with other leaders to keep up to date with anything that may impact service levels

POSITION REQUIREMENTS

An ideal candidate would demonstrate the following qualities:

  • Demonstrated ability to work in fast-paced environment
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Ability to prioritize and manage multiple responsibilities
  • Excellent problem-solving and analytical skills
  • Strong listening and decision-making skills
  • Ability to motivate staff and improve performance through helpful coaching, effective training and positive communication skills
  • Proficiency with the necessary technology
  • People focused and performance driven

CANDIDATE REQUIREMENTS

  • Must be proficient in the English language 
  • Great typing and computer skills
  • Previous call center management experience 

REMUNERATION

We provide a very competitive starting salary, depending on individual profile and experience | We also provide the opportunity for additional remuneration with commission, based on individual performance/ target attainment. 

Email resume to:  Αυτή η διεύθυνση ηλεκτρονικού ταχυδρομείου προστατεύεται από τους αυτοματισμούς αποστολέων ανεπιθύμητων μηνυμάτων. Χρειάζεται να ενεργοποιήσετε τη JavaScript για να μπορέσετε να τη δείτε. and/ or Αυτή η διεύθυνση ηλεκτρονικού ταχυδρομείου προστατεύεται από τους αυτοματισμούς αποστολέων ανεπιθύμητων μηνυμάτων. Χρειάζεται να ενεργοποιήσετε τη JavaScript για να μπορέσετε να τη δείτε. 

Please mention the Position Code you are interested in. Position to be filled by end September 2022 at the latest.

COBALT Communications USA, and TRIAENA Synergies P.C., are equal opportunities employers. All employment decisions are based exclusively on business needs, job requirements and individual qualifications. We respect diversity and we are fully committed to provide all our employees and associates with a safe and inclusive working environment, free of discrimination and harassment of any type.