If you have proven experience in managing larger or more complex contact center operations, we invite you to join us as a Contact Center Manager. In this role, you will take broader ownership of contact center operations, vendor management, and strategic projects.
What you will do:
- Lead and oversee contact center employees and operations, ensuring team performance and service quality in multiple countries across the EU.
- Manage insurance claims processes
- Handle escalated customer issues and regulatory complaints.
- Manage and optimize vendor relationships.
- Own strategic projects: create business cases, prepare documentation, and present proposals.
- Develop and improve processes, workflows, and operational tools to achieve business goals.
- Analyze performance data and prepare reports and insights for senior management.
What we expect:
- Proven experience managing a customer service or contact center team with measurable results.
- Strong background in customer service or telesales via remote channels (email, chat, phone).
- Excellent organizational, problem-solving, and decision-making skills.
- Analytical mindset with a focus on process optimization and continuous improvement.
- High sense of responsibility, attention to detail, and proactive approach.
- Strong communication, negotiation, and stakeholder management skills.
- Strategic, can-do attitude with resilience in handling complex challenges.
- Full professional proficiency in Lithuanian and fluent in English.
- Background in insurance or finance is a significant advantage.
What we offer:
- Salary 3300-4800 EUR gross (depending on qualification and experience).
- Personal learning budget.
- Private health insurance.
- Hybrid work: remote and in Vilnius office (Spaudos g. 6).
- Flexible working hours.
- Additional annual leave days.
- Opportunity to work from other countries for up to 30 days per year.
- Free parking in the office.
Note: If this role sounds exciting but you feel you might have less experience, we also invite you to explore our Contact Center Supervisor position on our careers page https://warranty.expert/en/career/ . We are currently looking to strengthen our Contact Center leadership team and are open to candidates at both Supervisor and Manager levels, depending on experience.