Head of Contact Center

Key Responsibilities

• Manage and oversee daily contact center operations.

• Ensure achievement of operational and strategic goals.

• Monitor team productivity, discipline, and performance.

• Lead team leaders, supervisors, and contact center agents.

• Participate in hiring, onboarding, training, and employee development.

• Maintain high standards of customer communication.

• Develop and implement customer service standards.

• Analyze KPIs and team performance metrics.

• Prepare reports and implement process improvements.

• Optimize and automate contact center workflows.

• Collaborate with Marketing, Lending, Collections, and Customer Service departments.

Requirements

✔ Minimum 2 years of experience managing a contact center, customer service department, or sales team.

✔ Experience managing teams of 15+ employees.

✔ Strong understanding of KPIs and performance management.

✔ Experience building and optimizing business processes.

✔ Strong leadership and people management skills.

✔ High level of responsibility and accountability.

✔ Ability to work effectively in a fast-paced environment.

✔ Results-oriented mindset.

Nice to Have

⭐ Experience in MFI, fintech, or banking sectors.

⭐ Experience building a contact center from scratch.

⭐ Experience managing remote teams.

⭐ Understanding of online lending processes.

⭐ Experience implementing quality assurance systems.

⭐ Experience with process automation and CRM systems.

Key Performance Indicators (KPIs)

• Achievement of lending and conversion targets.

• Achievement of contact center KPIs.

• Improvement of customer service quality.

• Increased employee productivity.

• Reduced staff turnover.

• Compliance with company standards and procedures.

What We Offer

• Competitive salary of €2,000–€2,500 + KPI bonuses.

• Fully remote work or relocation opportunity to Cyprus.

• Opportunity to build and lead a high-performing team.

• Work within an international fintech company.

• Direct communication with the business owner.

• Minimal bureaucracy and fast decision-making processes.

• Long-term career growth opportunities.