Call Center Manager

Marketing & Business Development Department

Reports To: Marketing & Business Development Director 

Location: Tbilisi

Shift/Hours of Work: Full Time


Job Summary: 

American Hospital Tbilisi (AHT) is looking for a skilled Call Center Manager to supervise daily operations and personnel aiming for maximum efficiency. The Call Center Manager will be responsible for meeting and setting customer service targets as well as planning areas of improvement or development; providing call center staff with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data and focus on improving performance and processes in an effort to better support customers.

Main Job Duties and Responsibilities:

Manage the day to day performance of the Call Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget

Set the strategy for the development of the Call Center, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for   the quality of customer service

Lead, inspire and co-ordinate the Call Center team to create motivated and engaged colleagues; review the performance of staff, identifying training needs and planning training sessions; train and coach subordinates on a permanent basis

Monitor random calls to improve quality, minimize errors and track operative performance

Record statistics, user rates and the performance levels of the center; prepare reports on these statistics, rates, and performance levels

Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies (including CRM to create a cost-effective operation consistently achieving contact handling)

Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

Enhances the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions

Be updated about all services and news of AHT and disseminate this information among call center operators

Ensure the appropriate staffing levels, productivity, schedules, and assignments of the Call Centre. Optimize operations and various workflows to ensure quality of care provided to patients

Guide Call Centre Operators through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by Call Centre Operators

Represent department and organization in a positive and professional manner; serve as a role model in actions and behavior; show composure and professionalism under pressure when working with challenging situations and behaviors


Education and experience

Bachelor’s degree 

Minimum 3 years of professional experience in Call Centre

At least 2 year of supervisory/leadership experience

Demonstrated Skills and Abilities

Effective Communications, Negotiations and Conflict resolutions skills

Analytical skills

Leadership skills

Fluency in Georgian Language

Excellent command of English

Project Management skills

Change Management skills

Ability to optimize the operational processes to achieve objectives

Time Management skills

Ability to develop, appraise and motivate subordinates

Team Building and Management skills

Crisis Management skills

Risk Management skills

If you have any queries regarding this vacancy, please send an email at [email protected].

We would like to thank all candidates in advance for their interest and only those candidates selected for interview will be contacted.