Manager Call-Center – Location Brasov

Retina is an award-winning global marketing, communication, and technology services company serving primarily Fortune 500 clients. With Retina’s 4D™ digital communications services, we’re solving marketing and business challenges through Digital Transformation, Digital Experience, Data Science, and Demand and Brand Marketing solutions.

We’re seeking a brilliant, passionate full-time Call Centre Manager that will supervise daily operations and personnel, aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff is well-organized and productive. Must be an organized, reliable, and results-driven professional. Must have a practical mind to solve problems on the spot, partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must also have excellent customer service and communication skills.

What we’re looking for

• Minimum 3 - 5 years of experience in a Call Center or Process improvement role

• University degree, preferably in communication, business or marketing

• Understand what it takes to maintain and develop productive client relationships

• Excellent analytical, project management, and communication skills

• Ability to lead a project using own initiative and work as part of a team

• Ability to create and maintain accurate and organized documentation

• Ability to effectively manage client & staff relationships, promptly respond to clients, ensure promises are kept and manage expectations

• Good working knowledge of Microsoft Office, as well as, Call Centre specific software 

• Comfortable with working under pressure in a fast-paced environment

• Ability to occasionally take on additional tasks to offset workloads from other departments.

• Medium to advanced English, experience working in an English-speaking environment preferred

What you'll be doing

• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems, preparing, and completing action plans, completing system audits and analyses, managing system and process improvement, and quality assurance programs

• Accomplish call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees, administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions and reviewing compensation actions, enforcing policies and procedures

• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coaching workers regarding processes and practices

• Assisting other management team members in identifying trends and establishing call center goals

• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction

• Taking on other tasks or projects to support employees, other managers, and call center operations

Perks and benefits

This is a full-time position with a competitive salary, negotiable, and dependent upon prior experience. This position also includes paid health benefits.