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Call Center Operations Manager


Industry: Project, Program Management

City: Yerevan

Employment type: Full time

Deadline: 12/11/2021


Hosteeva is looking for a skilled Call Center Operations Manager who can lead its representatives to better performance and improve service quality:


  • Hire, train, coach and lead Call Center representatives as they provide support to customers;
  • Answer representative's questions, guide them through difficult calls or issues, diffuse angry customers, or handle issues that cannot be fielded by representatives;
  • Educate and coach workers regarding processes and practices;
  • Prepare reports and analyze Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Assume responsibility of budgeting and tracking expenses;
  • Evaluate performance with key metrics (accuracy, call-waiting time);
  • Prepare reports for different departments or upper management.


  • At least 3 years of management experience;
  • Experience in the hospitality industry and customer service;
  • Solid understanding of reporting and budgeting procedures;
  • Fluent knowledge of English, Armenian and Russian languages;
  • Outstanding communication and interpersonal skills;
  • Excellent organizational and leadership skills with problem-solving ability,
  • Proficiency in the necessary technology, including computers, software applications, phone systems.
  • Ability to work night shifts.

If your profile meets the mentioned requirements send your CV.

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