Call Center Manager

We are looking for an entrepreneurial-minded Call Center Manager to lead our call center team in Romania and be the main link between our company and stakeholders in the US mental health industry. In this role, you will design, implement and continuously improve efficient workflows so that no call is missed, prioritize incoming leads to maximize conversion, build a complete Knowledge Base and SOPs, own the CRM and dialer stack, mentor a growing team of customer support representatives, and coordinate daily with the US team.

What you'll do

Team leadership & people management

• Lead, coach and develop the Romania call center team (5 direct reports), supporting individual growth and performance.
• Set clear objectives and KPIs; monitor team performance and progress against targets.
• Coordinate employee performance appraisals; deliver regular feedback and mentorship.
• Address and resolve escalated issues and disputes; handle complex cases hands-on.

Operations, lead prioritization & call-loss prevention

• Design, implement and continuously optimize workflows for incoming calls and outreach so that no lead is missed and no call is dropped.
• Prioritize the daily lead pipeline based on urgency, source and business value; ensure agents work the highest-value leads first.
• Monitor queue volumes, agent availability, adherence and service levels in real time; take corrective action on the spot.
• Manage staffing coverage across the schedule to avoid gaps during peak US hours.
• Own the escalation path and act as the subject-matter expert on all call-center-related issues.

Systems, CRM & dialer ownership

• Own day-to-day administration and configuration of the CRM stack (Salesforce, HubSpot, Nextiva or equivalent): pipelines, reports and dashboards.
• Own the dialer configuration (predictive/progressive/manual): call lists, SMS automations, dispositions, callback logic, do-not-call compliance, CRM integration.
• Continuously improve CRM and dialer setup to increase contact rate, conversion rate and agent productivity.

Process, documentation & continuous improvement

• Identify opportunities for process improvement; design and lead strategic changes to enhance efficiency.
• Map all processes and thoroughly document procedures and protocols.
• Write, improve and maintain the Knowledge Base and Standard Operating Procedures (SOPs).
• Coordinate the development of training materials.
• Ensure compliance with industry regulations, US client requirements and internal policies.

Reporting, stakeholder management & collaboration

• Gather data and generate performance reports (volume, KPI, absenteeism, capacity, conversion).
• Present performance reports and action plans to the C-level team weekly, monthly and quarterly.
• Coordinate daily with the US team; ensure alignment on priorities, campaigns and escalations.
• Actively participate in meetings with customers and collaborators.
• Collaborate with other departments (sales, marketing, operations, IT) to optimize end-to-end processes.
• Manage relationships with external vendors and service providers (telephony, CRM, dialer, training).

What we're looking for

• Excellent English communication skills, verbal and written.
• Availability to work the afternoon/evening shift (16:00–01:00 EEST).
• On-site availability in Brașov.
• Minimum 3 years' experience (target 3–5) in a people-management role with direct reports.
• Minimum 3 years' call center experience in a supervisory role, ideally outbound or blended.
• Hands-on CRM experience: Salesforce, HubSpot or Pipedrive (at least one at administrator/power-user level).
• Hands-on dialer experience (predictive/progressive/manual): Nextiva, 3CX, RingCentral, CloudTalk, Cloud9.
• Proven ability to design workflows that prevent missed calls and prioritize highest-value leads.
• Strong documentation skills: building and maintaining a Knowledge Base and SOPs.
• Process-improvement mindset and track record.
• Experience with AI tools (ChatGPT, Claude or similar) in daily operations.
• Great data-analysis skills; experience presenting reports to C-level executives.
• Exceptional Excel and Google Sheets skills.

Nice to have

• Understanding of the mental health industry in the United States.
• Knowledge of the United States health insurance field.

Who you are

• Customer-centric approach.
• Logical, analytical and detail-oriented.
• High level of initiative and resourcefulness.
• Committed to continuous learning and self-improvement.
• Comfortable in an agile work environment; prefers ownership over rigid structure.

What we offer

• Private medical insurance.
• Professional development opportunities.
• Young and dynamic team.

About monefy

monefy is a system-first business and technology services company and the operational growth engine behind healthcare practices. From offices in Brasov, Romania, we run the back office and build the software that keeps clinics moving. We are an established company that works like a startup: our people get autonomy and creative freedom, and they own their work.