Head of sales

Key Skills

• CRM Management
• Responsibility
• Organizational Skills
• Stress Resistance
• Proactive Approach
• Customer Relations
• Reporting and Analytics
• Coaching
• Team Management

Job Description

We are looking for a strong leader who can ensure the smooth operation of our contact center, achieve KPI targets, and build an efficient team management system. The ideal candidate will not only monitor performance metrics but also focus on team development and service quality improvement.

Main Responsibilities

1. Performance Management (KPIs)

• Daily monitoring of target KPI achievement
• Tracking operational metrics (missed calls, response times, chat performance)
• Monitoring communication quality (call reviews, customer feedback, quality assessments)
• Working with analytics and reporting

2. Team Management

• Daily employee development through coaching, feedback, and hands-on support
• Monitoring KPI performance trends for each team member
• Conducting motivational briefings and maintaining team engagement
• Ensuring task completion and accountability

3. Operational and Technical Oversight

• Ensuring stable operation of telephony systems and communication channels
• Managing CRM and internal systems (including Plutos)
• Collaborating with HR on recruitment planning, onboarding, training, and workforce forecasting

Requirements

• At least 1 year of experience in a leadership role (Team Lead / Supervisor / Head of Department)
• At least 6 months of experience in a contact center environment
• Strong understanding of call center KPIs and analytics
• Ability to work effectively in a fast-paced, multitasking environment
• Basic understanding of CRM systems and telephony platforms
• High level of responsibility, stress tolerance, and organizational skills
• Experience in banking or microfinance institutions is an advantage

What We Offer

• Fully remote work format
• Real influence on business processes and decision-making without excessive bureaucracy
• Supportive leadership and open communication
• Opportunities for career growth and management development
• Ongoing training, performance reviews, and the freedom to implement your own ideas and approaches
• A project in an active growth phase
• Company bonuses and team activities

📩 If this opportunity sounds like a good fit for you, we would love to hear from you. Apply today!