Responsibilities

• Lead and manage a team of customer support agents to ensure exceptional service delivery.
• Enhance communication pathways by providing timely and accurate information to foster collaborative development.
• Organize the team to deliver quality information about services within established timelines.
• Adhere to the agreed Service Level Agreements (SLA) with clients.
• Prepare quality and timely reports to clients regarding service performance.
• Oversee data entry and maintain monitoring of Profit and Loss (PNL) status.
• Motivate and inspire team members, creating an atmosphere of open communication, trust, and teamwork.
• Participate in meetings focused on improving work quality and services, sharing feedback, addressing challenges, and fostering collective problem-solving.
• Develop and manage a timetable for team members to meet customer service expectations effectively.
• Handle requests for time off and manage working hours appropriately.

Requirements

• Fluency in Bulgarian, both written and spoken, is essential.
• Proven experience in a leadership role within customer support or related fields.
• Strong organizational skills and the ability to manage multiple tasks effectively.
• Excellent communication and interpersonal skills.
• Ability to motivate and inspire a team to achieve excellence in service delivery.
• Experience in performance reporting and data management.
• Proficient in using customer support software and tools.
• Problem-solving mindset with a focus on continuous improvement.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive training and development opportunities.
• Friendly and supportive work environment.
• Flexible working hours and the possibility of remote work.
• Health and wellness programs.
• Opportunities for career advancement within the company.