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Sales/Call Center Manager

Скопје

Рок за пријавување:

  • АПС МЦ ДООЕЛ Скопје

Job Description

Agile Pro Solutions (APS) headquartered in the USA with a local office in Skopje is looking for a Sales/Call Center Manager. Here at APS, we believe that once you have the right skills and motivation to be successful you will be a great fit.

We are looking for a skilled Sales/Call Centre Manager who can lead our representatives to better performance and improve service quality. The Sales/Call Centre Manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to support customers better. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

Working hours 04pm-12am (EST), Monday-Friday, Free Weekends

Sales/Call Center Manager


Responsibilities:

  • Hiring, training, coaching, and leading call center representatives as they provide support for customers
  • Finding and developing new markets and improving sales
  • Planning and overseeing new marketing initiatives
  • Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees
  • Assisting other management team members in identifying trends and establishing call center goals
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Authorizing replacements or refunds
  • Taking on other tasks or projects to support employees, other managers, and call center operations


Requirements:

  • Excellent spoken and written English is a must
  • Previous experience in Sales, Business Development or Account Manager for at least 2 years
  • Experience in B2B is a big asset
  • At least 1 years of Call Center experience (leading role)
  • More education or experience in a related field is preferred
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
  • Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills
  • Knowledge of management principles and familiarity with company products, services, and policies
  • Strong coaching and leadership skills, ability to motivate employees
  • Decisiveness and attention to detail
  • Proficiency with the necessary technology, including computers, software applications, phone systems, etc


What we offer: 

  • paid training Program
  • competitive salary and attractive bonus structure
  • private health insurance
  • for the on-site work - big, bright and modern office in Skopje for building an international carrier
  • possibility for learning and professional growth
  • friendly and collaborative environment - young enthusiastic colleagues 
  • lunch package and transportation in both ways
  • other benefits and motivational perks (K-15)

Our biggest assets are our employees and our organizational culture. We strive to create an environment where people will feel valued and rewarded.

We are an equal employer, and we welcome everyone matching the experience and skills to apply.

*NOTE: Only the most suitable candidates will be contacted

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