Position: Head of Call Center
Company: Penman
Category: Support
Experience required: 3y
English level: upper

Our client is open to hiring an experienced and motivated Head of the Call Center who will help us build a team of call center operators to ensure high-quality customer service.

**What do we offer:**
- Active involvement in shaping this business direction with the opportunity to implement your ideas and vision.
- Participation in the company's strategic initiatives.
- Zero bureaucracy.
- Competitive salary, fixed in USD.
- Ability to build your own team of operators with the support of our recruiting team.
- Opportunity to work in a fully English-speaking environment.
- Exclusive focus on the Canadian service market.

**What you will do:**
- Develop and implement SOPs to improve call center efficiency.
- Contribute to defining key performance indicators for the call center.
- Participate in the recruitment process for new call center employees.
- Manage the day-to-day operations of the call center, ensuring seamless operations and a high level of customer service.
- Monitor the performance of call center operators, ensuring adherence to service standards and achievement of goals.
- Evaluate call center productivity and propose improvements.
- Maintain effective communication with other departments within the company.

**What do we want:**
- At least an upper-intermediate level of English and Ukrainian proficiency.
- Knowledge of call center management strategies and methods.
- Ability to analyze data and make decisions based on results.
- Proficiency in working with performance metrics.
- Familiarity with task tracking tools, CRM, IP telephony, and analytics.
- Understanding of key management and motivational approaches.
- More than 3 years of experience in e-commerce or service-based call centers.
- At least 2 years of experience in a Manager or Team Lead position.
- Experience in call center management or a similar department for at least one year.
- Experience in implementing new operational processes.
- Results-oriented mindset and ability to create an environment conducive to achieving goals.

**﻿We look forward to working with you!**