Customer Service and Sales Call Center Manager

Company Description

Ogen is a nonprofit social lender championing financial inclusion and economic opportunity in Israel. Since its founding in 1990, Ogen has provided over 75,000 interest-free and low-interest loans, amounting to nearly 2 billion NIS, to underserved individuals, small businesses, and nonprofits. With a current credit portfolio of 500 million NIS ($131 million), Ogen fosters long-term financial resilience through its loans and expert financial mentoring, supported by a volunteer network of over 1,300 professionals across Israel. By collaborating with government organizations, Ogen drives initiatives that promote financial health, homeownership, and business growth, striving to build a fair and equitable economy for all.

Role Description

This full-time, hybrid role of Customer Service and Sales Call Center Manager is based in Jerusalem, with flexibility for some remote work. The manager will oversee the operations of the call center, ensuring exceptional customer satisfaction through effective team management and service optimization. Daily responsibilities include monitoring performance metrics, developing strategies to enhance customer experience, managing team workflows, and implementing customer service and sales best practices. The role also involves analyzing performance data, training team members, and driving initiatives to meet organizational goals.

Qualifications

• Experience in financial services organizations is an advantage
• Strong skills in Contact Center Management and proven experience overseeing call center operations and processes
• Demonstrated expertise in Customer Satisfaction and ensuring high standards in customer service delivery
• Proficiency in Team Management, with experience in coaching, training, and mentoring staff
• Advanced Analytical Skills for monitoring, evaluating, and improving call center metrics
• Excellent Communication skills, both verbal and written, for effective internal and external interactions
• Ability to lead and inspire diverse teams in a hybrid workplace environment
• Bachelor's degree in Business, Management, or related field preferred