📝 Description
📋 What you will do
- Organize and monitor daily contact center operations
- Ensure achievement of operational and strategic objectives
- Manage a team of agents, supervisors, and team leads
- Participate in recruiting, onboarding, training, and developing staff
- Monitor customer communication quality
- Develop and implement service standards
- Analyze KPIs and department performance
- Prepare reports and implement process improvements
- Optimize and automate contact center processes
- Collaborate with marketing, lending, collection, and customer service departments
🛠 Stack and skills
MFI (Microfinance Organizations)
Fintech
Banking processes
KPI and performance metrics
Online lending
Quality assurance systems
✅ What we expect
- 2+ years of experience managing a contact center, customer service, or sales department
- Experience managing teams of 15+ employees
- Strong leadership skills and high level of responsibility
- Ability to multitask and focus on results
- Experience building a contact center from scratch is a plus
- Experience managing remote teams is a plus
🎁 What we offer
- Remote work or relocation to Cyprus
- Opportunity to build a strong team
- Employment in an international fintech company
- Direct interaction with the business owner
- Minimal bureaucracy
- Long-term career growth prospects