Call Center Manager

International FinTech/MFO company in South Africa is building a call center from scratch in Limassol, Cyprus, and is looking for a Call Center Manager to lead the team and processes. Salary: $3,000-$3,500/month.

You will lead a contact center at the formation stage: assemble the team, build processes, implement standards, and ensure KPI fulfillment. This is not managing a ready structure—it's creating a call center from scratch in a new market. Main tasks: • Manage KPIs: set, monitor, and ensure key metrics—conversion, handling speed, quality • Control quality: listen to calls, analyze correspondence, implement service standards • Manage personnel: hiring, onboarding, training, motivation, and reward/discipline system • Configure and oversee telephony, CRM, and inquiry funnels • Prepare daily, weekly, and monthly reports for management • Analyze the funnel: conversion, bottlenecks, improvement suggestions • Collaborate with other departments: risk, analytics, product

Mandatory: • Team management experience—from 1 year • Call center experience—from 6 months, including as an operator • Ability to analyze KPIs and sales funnels • Knowledge of CRM systems and telephony • Skills in managing motivation and team atmosphere Nice to have: • Experience in fintech or banking • Experience building a call center from scratch • Familiarity with lending or MFO market

Salary: 3000–3500 USD/month Office work in Cyprus, Limassol Direct interaction with owners and minimal bureaucracy Participation in building an operational team from scratch in a new market Training and onboarding from partners with experience in the Spanish market Real opportunity to influence processes and grow with the company