Responsibilites: Apply a process of continuous review and proactive management of absenteeism and attrition for all Advisors in the team, ensuring return to work and exit interviews are completed. Continually review and monitor work performance of all Advisors against agreed KPI’s, instigating appropriate corrective action, using performance management tools, to manage any shortfall. Undertake formal quarterly performance reviews and 1:1 monthly meetings with each Advisor, ensuring objectives are continuously reviewed and linked to business KPI’s. Ensure Advisors are recognized and rewarded for outstanding achievements/performance in line with company mission and values. Provide clear direction and guidance to ensure consistent achievement of key performance metrics. Facilitate a culture of open and honest 2 way communication, ensuring key messages are cascaded to all team members, encouraging feedback and sharing of ideas and best practice. Maintain an environment which supports the spirit of teamwork, where Advisors are committed, loyal and take pride in working for the company, ensure actions from employee satisfaction survey are implemented and continuously reviewed. Coach, develop and motivate Advisors by providing the skills and knowledge to perform their job, together with opportunities for skills expansion and career development. Continuously monitor Advisor calls in line with CLOE, either via deskside or remote monitoring, across a sample of transaction types, ensuring performance metrics are consistently achieved. Ensure accurate and timely communication of any client/campaign issues to Operations Manager. Ensure appropriate actions are taken to improve client satisfaction survey scores. Implementation of the GOS processes. Ideal Candidate: Education: Preferable college degree or related work experience. Languages proficiency: native/ advanced level in Croatian. Experience: At least 6 months experience in the call center industry. Computer literate related to software and hardware. Skills: Impeccable di...