Vacancy Announcement

Neptun is a leading retailer in the consumer electronics and home appliances sector, part of BALFIN Group. Since its establishment in 1993, Neptun has built solid partnerships with renowned global tech brands, offering consumers a wide range of over 7,500 products as an authorized reseller. In addition to a network of 31 physical stores, the company is a pioneer of e-commerce in Albania. Neptun is also present in North Macedonia (since 1998) and Kosovo (since 2007).

BALFIN Group is one of the leading investment groups in the Western Balkans region, embodying international standards with local expertise. Founded in 1993 in Vienna by Samir Mane, today, the Group has a presence in 11 countries, Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro, Switzerland, Croatia, the Netherlands, USA, and Canada. BALFIN, a diversified group active in real estate, wholesale and retail, banking, asset management, tourism, education, and logistics, employs over 5,000 people. Total Group’s Assets (including financial institution) is € 2.2 billion, as of 2023 data.

Job position: Call Center Manager

Department: Customer Experience Department

Location: Tirana

The Manager is responsible for overseeing the operations of our call center, including managing inbound and outbound call activities, setting and achieving KPI and sales targets, monitoring performance, and leading a team of call center agents to ensure excellent customer service

Duties and Responsibilities:

• Management of all processes to ensure excellent customer service delivery.
• Supervision of inbound and outbound call handling to ensure quality interactions with customers.
• Development and implementation of strategies to improve call handling efficiency and customer satisfaction.
• Achievement of objectives in customer service delivery and online sales.
• Setting, monitoring, and achieving key performance indicators (KPI) and sales targets for the call center.
• Monitoring and achieving online sales targets for the call center.
• Analyzing call center data to identify trends and areas for improvement in customer service.
• Monitoring call center operations to ensure compliance with company policies and procedures.
• Conducting regular performance evaluations and providing feedback to call center agents.
• Recruiting, training, and managing a team of call center agents.
• Fostering a positive and productive work environment, encouraging teamwork and professional development.
• Ensuring all customer interactions are handled professionally and efficiently.
• Addressing and resolving customer complaints and issues in a timely manner.
• Preparing and presenting regular reports on call center performance to senior management.
• Using data-driven insights to make informed decisions and drive continuous improvement.
• Identifying and implementing process improvements to enhance call center operations.
• Staying updated on industry trends and best practices to maintain a competitive edge.

Qualifications:

• Bachelor’s Degree in Business Administration, Management, or a related field.
• Proven experience as a Call Center Manager or a similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make data-driven decisions.
• Knowledge of call center software and tools.

Work conditions: Neptun offers an attractive benefit package, including a fair remuneration based on merit and performance evaluation.

Application Procedure: To apply for this position, please submit your CV  before 31/03/2025 to the email address hr@neptun.al.

*All selected candidates from the CV screening will be contacted from HR Team.

*All applications will be treated with strict confidentiality according to the law No. 9887 set by the Albanian Parliament for the “Protection of Personal Data”.