Call Centre Performance Manager

Founded in 2012 and with HQ in Riga, Eleving Group is a publicly listed international fintech operating across 18 countries on 3 continents.

Our team of 4,600+ people brings together different cultures, perspectives, and experiences. Together we create vehicle, smartphone, and consumer financing solutions for more than 2.2 million registered users worldwide.

At Eleving Group , you’ll think beyond one role, team, or market - working across borders, making an international impact, and seeing your work travel beyond your desk as you grow with the company.

Our sales and customer service call centers handle tens of thousands of inbound and outbound conversations every month across Eleving Europe. They are one of the biggest levers we have on sales, retention and upsell.

We are looking for a Call Centre Performance Manager who will own commercial performance of the call centres across all markets : what every agent hour delivers in loans, application conversion, retention and upsell, and how fast and reliably customers reach us. You will set the standard, measure it the same way everywhere, and work through the country sales leaders to make it happen.

What you will do:

• Define and own one call centre KPI set across markets, with common definitions and thresholds
• Run a monthly performance review per market: what moved, why, and what we do next
• Own the outbound campaign portfolio - upsell, retention, win-back, sleeping clients, unfinished applications, callbacks
• Prioritise high-probability customers using scoring and AI insights; retire campaigns that do not pay back
• Lift contact rate through list quality, call timing, dialer set-up and channel mix
• Turn inbound calls into sales opportunities through structured upsell, cross-sell and conversion of enquiries
• Protect speed to answer and keep missed and abandoned calls low
• Forecast demand and plan shifts so capacity follows volume, including holiday and peak periods
• Cut idle time and low-value work; standardize scripts, playbooks and objection handling
• Work with the AI team on quality monitoring and agent assist, and redesign agent work around automation
• Introduce structured agent reviews, spot underperformance early and act on it
• Align incentives with profitable sales, not volume - no "volume at any cost"
• Lead the selection and implementation of modern contact centre platforms across markets, together with IT
• Own AI calling, robo-calling and voice agents: which conversations they handle, how they hand over to agents and how they perform
• Own IVR and call routing design, so customers reach the right team fast
• Own dialer and campaign set-up and make sure call data flows into CRM and BI so every call is linked to its outcome
• Manage platform vendors and costs and turn new features into measurable results

What you will bring:

• 3+ years in call centre leadership, sales operations or commercial performance management, ideally in lending, fintech, telecom or another high-volume consumer business
• Hands-on knowledge of both inbound and outbound mechanics: dialer strategy, contact rate, SLA, workforce planning
• Proven record of moving revenue KPIs - conversion, sales per agent, retention
• Experience leading distributed teams across several countries, including through local managers
• Strong with data: you build or shape the dashboard yourself and turn numbers into actions
• A hands-on style: you listen to calls, sit with team leads and coach
• Fluent English

Nice to have

• Experience with AI voice agents, AI quality monitoring, predictive dialing
• Incentive scheme design for sales teams

What we offer:

• Real ownership: a direct impact on commercial growth across all Eleving Europe markets
• Monthly gross salary 3500 EUR - 4000 EUR, based on your experience and qualifications
• Health insurance from Day 1
• Performance-based bonus
• Hybrid work setup with 3 days a week from the office & flexible working hours
• Growth opportunities across regions, teams, and markets
• Support for learning & development
• Active social agenda with team events and company initiatives
• Opportunity to work in a dynamic and innovative environment driving commercial growth