Iranian Company in Fintech Industry
Annual Package: 1.5 - 2 billion Tomans
Responsibilities
· Supervise call center agents, evaluate performance, and provide regular feedback.
· Lead the team to achieve operational targets and service quality standards.
· Coach agents and resolve operational challenges to improve team productivity.
· Monitor call queues and optimize response times based on KPIs.
· Develop and improve call center processes using Business Process Management (BPM) principles.
· Oversee customer acquisition, retention, and relationship management initiatives.
· Manage customer complaint handling and ensure timely issue resolution.
· Monitor customer data accuracy and CRM database management.
· Review and implement customer service policies, procedures, and operational guidelines.
· Identify opportunities to leverage AI, automation, and IT solutions to improve customer experience.
Requirements
· 5+ years of experience in call center management or supervision.
· Strong understanding of call center operations and performance metrics.
· Proven experience leading, coaching, and developing customer service teams.
· Proficiency in CRM systems and customer data management.
· Strong knowledge of BPM principles and process improvement methodologies.
· Familiarity with AI, automation, and technology-driven customer service solutions.
· Advanced proficiency in Microsoft Office and ICDL applications.
· Excellent communication, presentation, and employee training skills.
· Strong problem-solving, conflict resolution, and time management abilities.