Contact Center Manager

Job Summary

This position includes turn-key contact center support (three areas): verification, collection and customer support. The general scope of functions is the following: management, strategic planning, operational maintenance via business processes, market research, analysis, development, and improvement of three areas of activity. Also development and support of the release of new services/products, implementation of new methods, tools, and team management.

Accountability

Your main responsibilities will include:

Operations Management

- Manage the overall operations of the Call Center (verification) and Collection department, ensuring efficiency and compliance.

- Effectively allocate customer loan applications to operators and plan/arrange working hours, shift schedules, and leave in line with company policies.

- Support operators in handling complex customer cases, fraud detection, and complaints resolution.

- Cross-coordinate with relevant departments to promptly address arising issues.

- Ensure strict adherence to customer compliance procedures, regulations, and internal governance standards

People & Performance Management

- Lead, coach, and develop the Contact Center team to build a professional, high-performing workforce.

- Monitor and evaluate staff performance; provide feedback, support, and corrective actions to achieve KPIs/OKRs.

- Track and control staff behaviors to ensure compliance with company regulations and culture.

- Support employee qualification improvement through training, mentoring, and career development opportunities.

- Partner with HR on recruitment, onboarding, and continuous training programs.

KPI, Target & Reporting Management

- Take full responsibility for achieving the department’s targets, KPIs, and OKRs.

- Establish performance plans, track progress, and ensure effective execution of business objectives.

- Develop and deliver timely and accurate daily, weekly, monthly, and ad-hoc reports for management and accounting.

Process, Compliance & Business Efficiency

- Continuously design, explore, and improve sales funnel methods within the verification process to meet business goals.

- Monitor and analyze business efficiency parameters, operational processes, products, and services to identify areas for improvement.

- Reconcile payment cases that are not top-up or direct debited, ensuring accurate and timely resolution.

- Cooperate with the quality control team and supply necessary information to support audits and reviews.

- Plan monthly, quarterly, and annual disbursements and collections in alignment with company objectives.

- Ensure compliance with regulatory requirements and company governance at all times.

Strategic Development

- Participate in policy-making and strategic planning for the Contact Center, contributing insights to long-term growth.

- Conduct A/B/N tests to enhance UX/UI of verification, payment systems, and related channels.

- Build, maintain, and continuously improve the Contact Center as a best-in-class operation.

- Perform other tasks assigned by the COO and CEO.

Qualifications and Skills requirement

- 5 - 7 years in Contact Center operations, incl. 3–5 years in senior management

- Experience in verification, collections, and multi-channel operations

- Strong track record in achieving KPIs/OKRs and team performance management

- Knowledge of compliance, debt collection regulations, and Contact Center tools (CRM, WFM, QA)

- Strong leadership, people management, and coaching skills

- Analytical mindset; process improvement & efficiency focus

- Excellent communication & cross-functional collaboration

- Fluent English and Russian, international working experience preferred

What we can offer

- Competitive salary package

- Incentive plan

- Premium insurance package

- 21 days of Annual Leave

- Individual Development Plan

- Young, dynamic, flexible working environment

• Qualification: Bachelor
• Age: Unlimited
• Job type: Permanent