Iranian Company in Fintech Industry
Annual Package: 1 – 1.2 billion Tomans
Responsibilities
· Oversee daily call center operations to ensure timely, accurate, and professional customer service.
· Manage team scheduling, workload distribution, and staffing capacity across multiple locations.
· Monitor and improve performance metrics, including SLA, AHT, FCR, CSAT, and NPS.
· Evaluate call quality, provide ongoing feedback, and implement team training and development plans.
· Handle complex customer complaints, sensitive cases, and escalations through resolution.
· Analyze call reports, tickets, and customer feedback to identify trends and improve support processes.
· Collaborate with technical, product, finance, and operations teams to resolve recurring customer issues.
· Maintain and optimize call scripts, FAQs, knowledge bases, CRM systems, and ticketing workflows.
· Prepare regular performance reports, identify operational challenges, and recommend corrective actions.
· Develop AI-assisted support workflows by defining automation scenarios, knowledge requirements, quality controls, and escalation procedures.
Requirements
· 4+ years of experience in call center operations or customer support.
· 2+ years of experience managing or supervising call center teams.
· Strong leadership, coaching, team development, and performance management skills.
· Solid knowledge of call center KPIs, including SLA, AHT, FCR, CSAT, and NPS.
· Experience with CRM platforms, ticketing systems, VoIP tools, and reporting dashboards.
· Strong analytical skills and proficiency in Excel or Google Sheets.
· Excellent communication, problem-solving, and customer escalation management skills.
· Ability to manage team capacity, shift planning, and multiple operational priorities.
· Experience developing customer service processes, knowledge bases, and quality assurance standards.
· Ability to translate customer interaction data into AI automation scenarios, escalation rules, and continuous improvement initiatives.