Business Manager

Join us as a Business Manager!

As Business Manager at Transcom you would:

• Client Relationship & Governance: Serve as the primary point of contact for assigned client, managing client retention, leading negotiations, and building frameworks for continuous satisfaction and process improvement.
• Financial and P&L Management: Take full ownership of service line P&L, establish viable budgets, analyze key metrics, and execute strategies to ensure long-term profitability.
• Operational Control & KPIs: Monitor, analyze, and report on key performance indicators (KPIs) while introducing proactive operational strategies to optimize service delivery.
• Team Leadership & Development: Lead, mentor, and evaluate direct reports to meet service level agreements (SLAs), aligning team capacity and capabilities with client needs in coordination with HR.
• Quality Assurance & Process Improvement: Partner 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.
• Work contract (1 year).
• Hybrid model of work (working from our Belgrade office and home).
• Working hours are 09-17h, weekends are off.
• Opportunity to further develop your skills and career in a highly dynamic international team.
• The challenge to lift your own department to a higher level in a creative way.
• The opportunity to enrich the quality of the project with your experience.
• A positive working atmosphere and the freedom to act independently.

What are we looking for?

You have:

• 3+ years of experience in customer service and contact center support.
• Minimum of 2 years of experience in leading teams with more complex structure.
• Experience in leading a contact center.
• Strong leadership and management skills.
• Advanced knowledge of English language.

You are:

• A “hands on” “doer” approach.
• Confident, with a “Can do” attitude.
• Able to keep calm and act with equanimity when working under pressure and deadlines.
• Someone who takes ownership and pride in the success of their work.
• Analytical and a problem solver.
• A team player.

What Life at Transcom is like?

At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.