Sales, Business Dev & Customer Service
Call Center Manager
On-siteTehranFull-timeManager
About the role
We are looking for a Call Center Manager to lead customer support operations for a fintech company. This role is responsible for service quality, team performance, workforce planning, and consistent customer outcomes.
Responsibilities
- Lead the daily operations of inbound and outbound customer contact teams
- Define and monitor service standards, team targets, and operating procedures
- Manage workforce forecasting, scheduling, queue performance, and shift coverage
- Track SLA, ASA, AHT, FCR, abandonment rate, CSAT, NPS, quality, and productivity metrics
- Coach team leaders and agents through regular feedback, one-to-one meetings, and performance plans
- Oversee call monitoring, quality assurance, calibration, and customer-service training
- Manage escalated customer cases and ensure timely, accurate, and compliant resolution
- Analyze contact drivers, repeat calls, and customer feedback to identify root causes
- Collaborate with Product, Operations, Risk, Compliance, and Technology teams to resolve recurring issues
- Maintain accurate scripts, knowledge-base content, workflows, and escalation procedures
- Ensure customer interactions comply with privacy, security, and financial-services requirements
- Prepare operational reports and translate performance data into improvement actions
- Support recruitment, onboarding, engagement, and retention of call center employees
Requirements
- 5+ years of experience in customer service or contact center operations, including team leadership experience
- Previous experience managing high-volume inbound and outbound support operations, preferably in fintech or financial services
- Strong workforce planning, scheduling, queue management, and capacity-planning skills
- Solid knowledge of SLA, ASA, AHT, FCR, CSAT, NPS, quality, adherence, and productivity metrics
- Experience with CRM platforms, contact center systems, call monitoring, and reporting tools
- Hands-on experience in quality assurance, coaching, performance management, and employee development
- Strong operational data analysis, root-cause analysis, and management-reporting skills
- Solid knowledge of customer-data privacy, security, and regulated service requirements
- Strong empathy, composure under pressure, conflict-resolution, and clear communication skills
If you are seeking a career growth, we would be delighted to hear from you.
We maintain the highest level of confidentiality throughout the recruitment process.
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