Call Center Manager

For our client – a non-banking financial institution offering online credit products – we are looking for a Call Center Manager. The call center is not just a support function. It manages the entire process – inbound inquiries, repeat lending, and long-term client relationships. We are looking for someone who can take ownership of this function and build a team that operates efficiently, with clear structure and direction.

The role combines team leadership, process optimization, and delivering business results. You will be responsible for your people, for the standards, and for ensuring the team works in a way that makes real sense for the business. What will you do? Lead and develop a team in a call center environment – including hiring, onboarding, training, and scheduling Monitor KPI performance and actively drive results Identify gaps in existing processes and implement improvements that save time, reduce costs, and make the team more effective Build and maintain work standards – scripts, processes, and communication guidelines Work closely with the risk manager to optimize evaluation matrices and improve decision-making Create an environment where people understand the goals and know how to achieve them You will do well in this role if you: Have experience managing teams in a call center environment Lead people through KPIs and clear expectations Have a growth mindset and a genuine drive to reduce inefficiencies and unnecessary costs Know how to identify meaningful improvements – things that genuinely impact efficiency Have experience building processes and structures, not just maintaining existing ones Are looking for stability and a long-term role where you can make a lasting impact Make data-driven decisions and think with a business-wide perspective Have experience with credit, fintech, or similar products sold in an online environment What you will get: A key role with direct influence on the team's performance and company growth The opportunity to build the structure and processes yourself Management of your own team Base compensation with an annual bonus equal to one salary Additional health insurance Multisport card at a preferential price If this role sounds like the next logical step for you, send us your CV.