We are seeking an innovative and entrepreneurial-minded Call Center Manager to lead our call center department to new heights. As the Call Center Manager, you will design, implement and map efficient workflows, develop a comprehensive Knowledge Base, and mentor our growing team of customer support representatives. You will also serve as the vital bridge between our company and the diverse stakeholders in the US mental health industry.
Contract Type: Undetermined period
Type of Work: Full time
Location: Remote work
Work Schedule: Monday to Thursday: 16:00 – 01:00, Friday: 16:00 – 22:00
Salary Range: 6500 – 9000 RON net monthly, based on skills and experience
Reporting to: Administrator
Main responsibilities:
● identifies opportunities for process improvement within the call center
● designs and leads the implementation of strategic changes to enhance
efficiency
● maps all processes and thoroughly documents procedures to ensure clarity
and consistency across the call center operations
● coordinates the development of training materials
● sets objectives and goals for the call center
● recruits, hires, and trains new members of the team
● assigns and delegates tasks and projects to team members
● monitors team performance and progress towards the set objectives
● provides coaching and mentorship to their team members
● coordinates employee performance appraisals and provides feedback
● addresses and resolves escalated issues and disputes
● handles complex cases hands-on, ensuring resolution
● acts as the subject matter expert on all call center-related issues
● gathers data and generates performance reports
● presents performance reports to the C-level team
● ensures compliance with industry regulations and internal policies
● collaborates with other departments to optimize and streamline processes
● actively participates in meetings with customers and collaborators
● manages relationships with external vendors and service providers
Key competencies:
● minimum 3 years experience in a people management role, overseeing 10+
direct reports
● minimum 3 years call center experience in a supervisory role
● strong understanding of key business concepts
● proven track record in developing strategic business plans
● great data analysis skills
● experience in presenting reports to C-level executives
● proficiency in using telecommunication software
● exceptional skills in Excel, Google Sheets, and similar applications for data
analysis and reporting
● hands-on experience with CRMs such as HubSpot, Salesforce or Pipedrive
● excellent English communication skills, both verbal and written –
mandatory
● availability to work the afternoon shift (16:00 – 01:00 EEST) – mandatory
Nice to have:
● entrepreneurial experience
● understanding of the mental health industry in the United States
● knowledge of the United States health insurance field
Personality traits:
● entrepreneurial mindset – motivated by the challenge of building something
from the ground up
● excellent leadership skills
● excellent communication and interpersonal skills
● customer-centric approach
● strong attention to detail
● logical thinker with strong analytical skills
● displays a high level of initiative and resourcefulness
● seeks out opportunities for creative expression and exploration
● committed to continuous learning and self-improvement
● prefers an agile work environment over traditional structures
What we offer:
● competitive salary: 6500 – 9000 RON net monthly, based on skills and
experience
● private medical insurance
● professional development opportunities
● employee well-being programs
● team building events
● young and dynamic team – we celebrate diversity and believe in the power of
different voices coming together to drive innovation
● work-life balance – we promote productivity and satisfaction in your personal
and professional life
About us:
Monefy is the one-stop-shop in business consultancy for those who want to grow their company and scale it to the next level.
With offices in Bucharest, Romania addressing mainly the US market, our team brings together seasoned professionals with expertise in sales, marketing, contact center operations, and business strategy.
We are an established business with a startup mindset, prioritizing flexibility and creative solutions to adapt and thrive in a dynamic market. We empower our employees with autonomy and creative freedom, allowing them to take ownership of impactful projects and make a meaningful difference within the organization. If you are interested in working with us, please send us your CV in English at cariere@monefy.ro.
