Key Responsibilities:

Administration of the department's work

• Search and attract employees (cc agents).
• Employee motivation.
• Setting tasks and monitoring their implementation.
• Meeting set targets (KPIs) per day/week/month.
• Work with CRM system data (updating, maintenance, analysis).
• Fixing the results of communication in the system.

Quality control of work

• Listening to calls and controlling written communications of agents.
• Providing feedback.
• Developing and implementing the measures to work out agents' errors in order to increase the quality of the department's work.

Agents training

• Development and implementation of measures to train and onboard new employees.
• Maintaining the high quality of the department's work.

Launching projects

• Communication with the Customer (internal and external) for the implementation of the project launch.
• Creation of a project launch schedule.
• Creation of scripts/knowledge bases of the project.
• IVR project formation.
• Meeting set targets (KPIs) per day/week/month.
• Work with CRM system data (updating, maintenance, analysis).

In addition, if necessary

• Outbound Calls
• Inbound Calls and Written Communication

Required Skills Experience:

Education:

• Bachelor's degree (completed). Preferred fields of study include: International Relations, International Economics, Political Science, Area Studies, Cultural Studies, Translation and Interpretation, Philology (Foreign Languages), Linguistics, Marketing, Business Administration, Communications, Humanities.
• Graduate and postgraduate students in the specified fields are also considered.

Language Skills:

• English: C1 level (Advanced) or higher proficiency.
• Proficiency in a second foreign language at B1 level (Intermediate) or higher is a plus.

Technical Skills:

• Proficient computer skills.
• Advanced knowledge of Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Experience with Google Sheets.
• Availability of a personal computer with Windows 10 operating system or higher.

Communication Skills:

• Excellent verbal and written communication skills.
• Proficiency in business communication and correspondence.
• Ability to effectively communicate with clients over the phone, including making cold calls in Russian and foreign languages.
• Strong interpersonal skills and ability to establish rapport with individuals.

Personal Attributes:

Leadership qualities:

• Stress tolerance and willingness to work in multitasking mode.
• Responsibility and diligence.
• Self-organization and independence in solving work issues.
• The ability to independently resolve current issues and promptly make decisions within their area of responsibility, initiate decisions when difficulties arise.
• Ability to work and set tasks.

Work Experience:

• Call center experience is a plus, but not required.
• Candidates with managerial experience are considered. Also considered experience at international events, internships, or customer service, sales, international organizations, or event management experience are encouraged to apply, even without direct professional experience.
• Experience with CRM systems will be an advantage.

Work Conditions:

• Work Location: On-site work from the office is required.
• Work Schedule: Monday-Friday, 9:00 AM to 6:00 PM, with potential work on weekends and holidays in the period of company events.