This is a fully remote position, open to applicants in Bosnia and Herzegovina.

📋 Description

• Provide daily leadership and inspire the team to meet established objectives.

• Facilitate coaching sessions and provide regular feedback.

• Encourage internal communication and collaboration both within the team and across departments.

• Execute internal procedures as well as client-specific processes.

• Adapt swiftly to changes in the work environment.

⛳️ Requirements

• Proficient in monitoring, analyzing, and managing performance metrics (AHT, QA, productivity, adherence, SLAs) with a strong emphasis on daily operations.

• Skilled in managing escalations, sensitive customer situations, and operational risks; capable of making informed decisions promptly.

• Solid understanding of data confidentiality, process compliance, and the expectations of regulated industries.

• Willingness to assist with onboarding, nesting, and training initiatives during ramp-up periods.

• Strong verbal and written communication abilities in both German (minimum C1) and English (minimum B2) when interacting with customers, colleagues, and team members.

• Expertise in coaching, developing, and motivating advisors to ensure consistent quality and adherence to compliance standards.