Call Center Manager/ Biotechnology - Romania

Lokalita Romania / Cluj Napoca / on-site
Nástup ASAP
Typ Full time,Employment
Mzda EUR 2000- EUR 2600 Gross/ Monthly + other Benefits/ Commission up to EUR 2 000

Are you an experienced Call Center Manager interested in planning and implementing strategies, setting up performance goals and targets?

Our client specializes in the collection, processing, and Cryogenic storage of Perinatal tissues with Headquarters in Switzerland.

You will be responsible for the Call center operation and managing various campaigns (inbound, outbound - sales, debt) and efficient Customer Service. As well as coaching team members and manage their performance including tasks related to Quality management to improve the processes.

Do you have the sales oriented mindset and strong leadership qualities to guide and motivate the team to work on complex international projects?   

If so, we have an exciting opportunity for you.

Náplň práce

Key Responsibilities

  • Guide and evaluate the performance of Customer service agents to deliver exceptional service 
  • Develop and execute strategies to streamline operations and optimize productivity
  • Manage and resolve escalated customer complaints promptly and professionally
  • Capacity Management in terms of planning and allocating staffing capacity for each task on a weekly basis, including inbound calls, outbound calls, and back-office tasks
  • Analyze Call center performance metrics and data to pinpoint improvement opportunities
  • Monitor trends to forecast call volumes accurately, track performance metrics, and identify areas for improvement
  • Create regular reports detailing Call center performance metrics, including call volumes, service levels and agent productivity
  • Generate ad-hoc reports in response to management requests, providing insights and analysis on specific aspects of Call center operations
  • Collaborate with other departments to address customer concerns and improve processes.

Požiadavky zamestnania

Candidate Experience

  • Min. 3 years of experience in a similar role (Senior Call Center Supervisor, Call Center Manager)
  • English - Fluent
  • Hungarian - Advantage
  • University degree

Candidate Requirements

  • Leadership skills
  • Analytical thinking & working with high volume of data points in terms of pricing of products & services, sales, etc.
  • Team player
  • Problem-solving skills
  • Attention to detail
  • Communication skills. 



-Sabbatical & extra 3 days of vacation granted by the company
-Career development & career progression
-Working with international team members
-Laptop & smartphone provided by the company

Apply now and get in touch with us.

Veronika Mačuhová
Veronika Mačuhová
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