Call Center Operations Manager

2 weeks ago

Otopeni, Romania Klass Wagen Group Full time €2,000 - €4,500 per year
About the Company

We're an international car rental company operating in multiple European countries. Our goal is simple — to make car rental easy, reliable, and customer-focused. We're growing fast and building a strong team that values clear communication, responsibility, and results.

About the Role

We're looking for a Call Centre Operations Manager to lead our Customer Care and Booking teams across several countries. You'll be responsible for performance, service quality, and conversion, working closely with team leaders and management to keep operations running smoothly and customers happy.

Key Responsibilities
  • Oversee the daily activity of Customer Care and Booking teams.
  • Lead, train, and support Team Leaders and agents across multiple locations.
  • Define and improve KPIs such as customer satisfaction, conversion rate, handling time, and first-contact resolution.
  • Maintain high service standards and help achieve company sales and service goals.
  • Manage escalated customer issues quickly and professionally.
  • Work with Operations, HR, and other departments to improve processes and the overall customer experience.
  • Identify opportunities for automation and process simplification.
  • Prepare regular reports and improvement plans for senior management.
  • Ensure compliance with company policies and uphold our service values.
Requirements
  • Minimum 3 years' experience in a call center management or similar leadership role.
  • Proven results in improving team performance and KPIs.
  • Strong organizational, analytical, and communication skills.
  • Proficiency in English (other European languages are an advantage).
  • Experience with CRM systems, telephony, and reporting tools.
  • Practical leadership style — you lead by example and stay close to the team.
  • Available to work on-site minimum 3 days/week.
What We Offer
  • Competitive salary €2,000 – €4,500, based on experience and results.
  • The chance to shape and improve international call center operations.
  • Real growth opportunities in a fast-expanding company.
  • A collaborative environment where performance and ideas are valued.

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