Call Center Manager

2 weeks ago

Bucharest, Bucureşti, Romania Northreach Full time 25,000 - 40,000 per year

Northreach is a dynamic recruitment agency that connects businesses with top talent in the fintech and digital sectors. Our mission is to provide a seamless and personalised recruitment experience for clients and candidates, and to create a positive work environment that encourages equality, innovation, and professional growth.

Call Centre Manager

Location: Bucharest

We are looking for an experienced
Call Centre Manager
to lead and support our clients customer service operations. This is a senior role where you will oversee a call centre service team, ensuring high-quality performance, customer satisfaction, and compliance with business objectives.

If you're passionate about mobile products and have a strong background in call centre management, this is a fantastic opportunity to shape team culture, drive results, and represent our business at the highest standards.

Key Responsibilities:

  • Lead and manage a call centre service team, ensuring smooth day-to-day operations.
  • Oversee key functions including HR management, KPI tracking, quality management, and financial oversight.
  • Build, coach, and motivate your team to achieve outstanding results.
  • Handle and resolve escalated customer complaints effectively and professionally.
  • Provide strategic insights into customer service improvements and business performance.
  • Use reporting tools and data analysis to monitor performance, identify trends, and make informed decisions.

What We're Looking For:

  • 5+ years of experience leading a call centre service team.
  • Previous experience with mobile or electronic products preferred.
  • Strong leadership and communication skills, with the ability to build trust and motivate teams.
  • Proven ability to manage KPIs, quality standards, and operational budgets.
  • Excellent English communication skills, including professional email writing.
  • Skilled at using office tools for reporting, presentations, and data analysis.
  • A genuine passion for mobile technology.

This is an excellent opportunity for a seasoned leader who thrives in a dynamic, customer-focused environment.

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