Head Of Call Center

We are an international company with 16 years of FX market and online trading experience. It was established in 2006 by professionals interested in international finance and IT. Our mission is to provide transparent and secure Forex trading available to anyone.

We are looking for a Head of Call Center.

Requirements:

• Strong leadership and people management skills, with the ability to inspire and motivate a team.
• Proactive mindset with a focus on continuous improvement and driving positive change.
• English: Upper - Intermediate;
• Proven experience in managing call center operations, preferably in a supervisory or managerial role.
• Strong problem-solving skills and the ability to handle escalated customer issues effectively.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers, team members, and stakeholders at all levels.
• Demonstrated ability to develop and implement call center strategies, processes, and best practices.
• Familiarity with call center technologies and systems, such as CRM, IVR, and workforce management tools.
• Analytical mindset with the ability to interpret data and metrics, identify trends, and make data-driven decisions.

Will be a plus, but not mandatory:

• Experience in Forex / Fintech Customer Support or Sales;

Responsibility:

• Prepare and present performance reviews and reports to senior management, highlighting achievements, challenges, and proposed solutions.
• Team Leadership and Development:
• Establish and maintain quality assurance processes to ensure adherence to service standards, call handling protocols, and regulatory requirements.
• Technology and Systems:
• Handle escalated customer issues or complaints, providing resolutions or coordinating with relevant departments for timely and satisfactory solutions.
• Customer Service Excellence:
• Stay updated on industry trends, best practices, and emerging technologies in call center operations, and implement relevant improvements.
• Ensure a customer-centric culture within the call center, promoting high customer satisfaction and loyalty.
• Monitor and evaluate customer feedback, identify trends and areas for improvement, and implement appropriate actions.
• Monitor call center metrics, such as average handling time, service level, abandonment rate, and customer satisfaction, and take appropriate actions to meet or exceed KPIs.
• Call Centre Operations Management:
• Manage call routing and workforce management systems to optimize staffing levels, schedule adherence, and resource utilization.
• Foster a positive and supportive work environment, encouraging teamwork, collaboration, and continuous learning.
• Evaluate and implement call center technologies, including customer relationship management (CRM) systems, interactive voice response (IVR) systems, and call monitoring tools, to enhance efficiency and improve customer experiences.
• Develop and deliver training programs to enhance the skills and knowledge of call center representatives.
• Stay informed about emerging call center technologies and recommend relevant solutions to optimize operations and customer service.
• Lead, motivate, and manage a team of call center representatives, providing guidance, coaching, and performance feedback.
• Reporting and Analysis:
• Set clear objectives and goals for the team, aligned with the organization's overall objectives, and monitor performance against those goals.
• Collaborate with the IT department to troubleshoot and resolve technical issues related to call center systems and infrastructure.
• Develop and implement call center strategies, policies, and procedures to ensure smooth and efficient operations.
• Analyze data and metrics related to call volume, call handling, customer satisfaction, and other relevant parameters, and make data-driven recommendations for process improvements.
• Develop and maintain regular reports and dashboards to track call center performance, identify trends, and present actionable management insights.

We offer:

• Regular performance review.
• Full-time remote job;
• Sick leave and vacation;
• Flexible working hours;