Business Manager

We are currently looking for a new colleague who will be responsible for the profitability and growth of their business unit by overseeing employee performance, service quality, and client interactions.

Join us as a Business Manager!

As a Business Manager at Transcom, you will be responsible for:

• Client Relationship & Governance: Acting as the primary point of contact for assigned clients, managing client retention, leading negotiations, and establishing frameworks for continuous client satisfaction and process improvement.
• Financial and P&L Management: Taking full ownership of the service line's P&L, establishing viable budgets, analyzing key metrics, and implementing strategies to ensure long-term profitability.
• Operational Control & KPIs: Monitoring, analyzing, and reporting on key performance indicators (KPIs), while introducing proactive operational strategies to optimize service delivery.
• Team Leadership & Development: Leading, mentoring, and evaluating direct reports to ensure service level agreements (SLAs) are met, while aligning team capacity and capabilities with client needs in coordination with HR.
• Quality Assurance & Process Improvement: Collaborating across departments to establish quality standards, refine operational protocols, and manage performance incentive programs.

What's in it for YOU?

• Attractive salary.
• Private health insurance.
• One-year employment contract.
• Hybrid working model (a combination of working from our Belgrade office and from home).
• Working hours from 09:00 to 17:00, with weekends off.
• Opportunity to further develop your skills and advance your career in a highly dynamic international team.
• The challenge of taking your department to the next level through creative approaches.
• The opportunity to enhance project quality by applying your experience.
• A positive working atmosphere and the freedom to work independently.

What are we looking for?

You have:

• At least 3 years of experience in customer service and contact center support.
• A minimum of 2 years of experience leading teams with more complex structures.
• Experience managing a contact center.
• Strong leadership and management skills.
• Advanced English language proficiency.

You are:

• A hands-on, proactive professional who gets things done.
• Confident and equipped with a can-do attitude.
• Able to remain calm and composed under pressure and when working to tight deadlines.
• Someone who takes ownership of their work and takes pride in its success.
• Analytical and skilled at solving problems.
• A team player.

What is life at Transcom like?

At Transcom, we’re relentlessly committed to our clients and to each other. Every day, someone starts their journey with Transcom, building on their existing potential and turning it into skills for the future.

We recognize hard work, teamwork, and the willingness to support others. We champion positive, lasting change in our teams and communities.

That’s just how we are at Transcom. Here, we care about and support one another. You’re included just as you are, from day one. With the right mindset, there’s no limit to how far we can go together.