About Us:
Prodigee Brands is a leading Marketing company committed to providing exceptional customer service. We are looking for a dedicated and dynamic Call Center Manager to lead our team of customer service representatives and ensure that our customers receive top-tier service. This is an exciting opportunity to join a company that values innovation, growth, and the well-being of its employees.

Job Description:
As the Call Center Manager, you will be responsible for overseeing day-to-day operations of the call center, ensuring that customer interactions are handled efficiently and professionally. You will manage a team of customer service agents, drive performance metrics, and implement strategies to improve service levels and customer satisfaction. This role requires strong leadership, excellent communication skills, and the ability to adapt in a fast-paced environment.

Key Responsibilities:

• Team Management: Lead, mentor, and motivate a team of call center agents to achieve performance goals.
• Operations Oversight: Monitor call center operations to ensure that customer service standards are met.
• Performance Metrics: Track, analyze, and report on key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Training & Development: Provide ongoing training, feedback, and support to team members to ensure continuous improvement and growth.
• Customer Escalations: Handle escalated customer issues and complaints in a professional and timely manner.
• Process Improvement: Identify areas for improvement in processes and recommend solutions to increase operational efficiency.
• Reporting: Prepare and present regular reports on call center performance to senior management.
• Scheduling & Staffing: Oversee staffing schedules to ensure proper coverage during peak times and avoid service disruptions.

Qualifications:

• Proven experience as a Call Center Manager or similar role in a customer service environment.
• Strong leadership and team management skills with the ability to motivate and coach a diverse team.
• Excellent communication skills (both written and verbal).
• Ability to analyze data, manage KPIs, and implement action plans to meet performance goals.
• Proficiency with call center software, CRM systems, and other relevant tools.
• Problem-solving and conflict resolution abilities.
• Ability to thrive in a fast-paced, high-pressure environment.
• Bachelor’s degree in Business Administration, Communications, or a related field (preferred)
• Fluent in English is a must.

Why Join Us?

• Competitive salary and benefits package.
• Opportunity for career growth and advancement within the company.
• Collaborative and supportive work environment.
• Access to training and professional development programs.

Working hours: 9am to 6pm CET(Central European Time) time zone

How to Apply: If you’re passionate about providing exceptional customer service and leading a team to success, we’d love to hear from you. Please submit your resume and a cover letter through the button “Apliko Këtu” or to [email protected]  also you can contact us at 048-470-006

_{⏱️ Dëshiron të aplikosh më shpejtë?}