Call Center Head
Deadline: 14 June 2024
Employment term: Permanent
Category: Sales/service management
Job type: Full time
Location: Yerevan
Job description:
We are seeking a motivated and experienced Call Center Head to join our team. The ideal candidate will be responsible for supervising and leading a team of call center agents to ensure excellent customer service delivery. The Call Center Head will be tasked with monitoring call center operations, coaching and training team members, and implementing strategies to improve team performance and efficiency.
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Job responsibilities
1. Supervise and manage a team of call center agents to achieve performance targets and goals.
2. Monitor and analyze call center operations to ensure efficiency and effectiveness.
3. Provide coaching, feedback, and training to team members to enhance their skills and performance.
4. Develop and implement strategies to improve customer service quality and customer satisfaction.
5. Handle escalated customer calls and resolve complex issues in a professional manner.
6. Maintain accurate records of call center metrics and performance data.
7. Collaborate with other team leads and managers to ensure seamless operations and high-quality service delivery.
8. Conduct regular team meetings to communicate updates, share best practices, and resolve issues.
9. Identify areas for improvement and implement process enhancements to increase team productivity.
10. Assist in recruiting, selecting, and onboarding new team members as needed.
Required qualifications
- Higher education in Business administration, Finance, Sales or other related fields
- Previous experience in a call center environment, with at least 2 years in a supervisory or managerial role
- Strong leadership and communication skills.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in call center software and customer service tools.
- Excellent problem-solving and decision-making abilities.
Required candidate level: Senior
Additional information
Аpply online via staff.am and follow entire application process.
Professional skills
MS Windows, MS Office
Asana
Soft skills
Leadership skills
Time management
Problem solving
Conflict resolution skills
Decision making
Innovative
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About Company
Globbing is an international corporation uniting 12 countries. Currently, the company operates in Armenia, Kazakhstan, Uzbekistan, Kuwait and carries out deliveries from 8 countries. It is constantly on the path to global expansion. The world-famous ABC News and NBC News recognized the brand as a mega-successful startup.
Today, Globbing is the leader in this field in Armenia in those areas that are the most important to clients.
Globbing is the leader in 8 directions and 12 delivery methods, in the largest network of 150+ innovative service centers and lockers, in the number of delivered parcels, in the number of clients, etc.
In 2023, Globbing increased the volume of international deliveries to all directions combined by 228%.
The main goal of the company is to change shopping culture around the world by offering the best online shopping experience. Currently, Globbing employs more than 300 employees.
Education is the best investment!
At Globbing, we believe that education is the best investment. About 630 students have worked or completed professional training with the Globbing team for the last five years. At the moment, there are also a number of students in our team who got the opportunity to work in a mega-successful startup and gain work experience. Continuing our idea, we are introducing a new, unique “Globbing Student” membership, which will provide a number of benefits to students, and most importantly, the opportunity to participate in “Globbing Scholarship”.
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Ginnovation
It's been 5 years since we met. Together we managed to introduce endless innovations and change the shopping culture in Armenia once and for ever. Globbing paved the way for other organizations, and Armenia was named the most innovative country in the region according to NBC and ABC. To do the almost impossible - to dedicate yourself to limitless innovation. Welcome to Ginnovation. From now on, every week we will introduce you to new big and small innovative features that will make online shopping even more convenient. We were the first to introduce:
• Online shopping stores
• Actual weight calculation
• First robotic innovation system
• Integration with Customs authorities
• The first automatic lockers in Armenia
• The first franchising program in Armenia and much more.
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Online Shopping Fest - the biggest E-commerce event in the region
On November 23, Globbing hosted the most awaited and largest event of the year in the field of e-commerce and shopping. Many celeb guests, thousands of visitors, trainings from speakers, tips on how to save money, endless positive vibes and surprises.
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Photo Gallery
Benefits
Contact details
Website http://globbing.com
Phone: +37460616616
Address: 44/53 Hr. Kochar str., Yerevan, Armenia
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+374 43 901 900 
