Call Center – Sales & Support

Our career map helps you take charge of your professional growth. With 10 growth levels, from L1 to L10, each step features clear milestones to support your development.

Our career map helps you take charge of your professional growth. With 10 growth levels, from L1 to L10, each step features clear milestones to support your development. Open the document as a table ↗

Sales & Support

Customer Excellence

Management

└──

Individual Contributor

IC-2

Call Centre Agent I

Experience

Entry-level role. Candidates with some experience in customer service or sales are preferred (approximately 6 months to 1 year). This is a starting position in the company for those who already have basic communication skills.

Area of Responsibility

Independently handles inbound/outbound customer inquiries via voice and/or text channels. Ensures timely and accurate processing of leads and customer interactions. Provides basic consultations on company products and services. Meets individual KPIs. Follows scripts and communication templates, adhering to quality standards. Accurately enters and updates customer information in the CRM system.

Skills

Core Communication: Handles inquiries through voice and/or text channels according to scripts and standards
Consultation: Provides basic consultations on company products and services
KPI Achievement: Meets individual KPIs at ≥ 90–100%
Data Entry: Accurately enters and updates customer information in the CRM
Time Management: Manages a steady volume of interactions
Resilience: Remains calm, polite, and solution-oriented
Process Adherence: Follows scripts and escalation guidelines accurately

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IC-3

Call Centre Agent II

Experience

Proven experience in a contact center or at the IC-2 level. Confident in handling inbound requests independently. This level can be reached after 6–12 months of experience within the company in the Agent role.

Area of Responsibility

Handles inbound/outbound inquiries independently across voice and text channels. Provides detailed consultations on company products and services. Manages most cases independently, including handling objections and complex customer needs. Maintains quality across all channels and ensures proper follow-through with customers.

Skills

Multi-channel Proficiency: Handles inquiries via voice and text channels (chat, email, messengers) according to standards
Advanced Consultation: Provides detailed product consultations and assists customers in selecting suitable solutions
Problem Solving: Resolves standard customer issues and handles objections within their authority
KPI Focus: Consistently meets individual performance targets (≥ 100%)
Time Management: Efficiently manages a high volume of interactions
Written Excellence: Excellent written communication skills with strong grammar and clarity
Proactive Attitude: Supports peers informally and suggests small improvements

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IC-4

Senior Call Centre Agent

Experience

1,5-2 years. An experienced agent who handles more complex requests and helps newcomers.

Area of Responsibility

Handles complex and non-standard customer inquiries, including escalations and sensitive cases. Balances efficiency with customer experience. Supports onboarding and coaching of new hires. Serves as a point of reference for colleagues on process-related questions. Identifies and communicates process improvements to management.

Skills

Complex Problem Solving: Handles escalations and sensitive cases effectively
Mentorship: Assists in onboarding new agents, answers process questions, and shares best practices
Process Expertise: Deep knowledge of processes and products; acts as a reliable source of information for colleagues
Sales Acumen: Confident upselling and cross-selling skills where applicable
Ownership: Maintains strong ownership of outcomes and customer experience
Feedback Loop: Identifies pain points in processes and provides insights to management
Performance Consistency: Maintains KPI achievement ≥ 105% with high and stable QA scores

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IC-5

Expert Call Centre Agent

Experience

2+ years. A recognized subject matter expert in products and processes. An informal leader among agents.

Area of Responsibility

Solves the most complex and critical customer issues. Acts as subject matter expert for product and processes. Supports escalations and complex problem solving. Participates in pilots, process improvements, or testing. Collaborates with QA and L&D to improve knowledge base and practices. Assists in developing training materials and conducting micro-trainings.

Skills

Product Expertise: Possesses expert-level knowledge of all company products and services
Internal Training: Assists in developing training materials, conducts micro-trainings, and demonstrates best practices
Process Improvement: Tests new scripts, participates in pilots, and provides valuable feedback to management
Influence without Authority: Influences the behavior and standards of other agents through personal example and expertise
Complex Case Mentoring: Steps in to handle the most difficult dialogues to rescue a sale or a client relationship
Calm Decision-Making: Demonstrates calm and effective decision-making in challenging situations
Measurable Contribution: Contributes to improvements in quality, efficiency, customer experience, or sales results

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No items found.

IC-1

Trainee

Experience

Entry-level, little to no prior professional experience in frontend development.

Area of Responsibility

Learning and applying basic frontend concepts, writing simple components under supervision.

Skills

HTML/CSS: Understanding and using basic HTML elements and CSS styles.
JavaScript: Familiarity with basic JavaScript (ES6+) concepts.
Git: Basic version control operations, understanding of repositories.
Soft Skills: Effective communication, openness to feedback, willingness to learn and improve.

IC-2

Junior

Experience

More then 1 year of experience in frontend development.

Area of Responsibility

Developing small features, fixing bugs, and understanding project architecture.

Skills

HTML/CSS: Proficient in semantic HTML and CSS preprocessors (e.g., Sass).
JavaScript: Knowledge of ES6+, basic use of libraries like Vue.js or React.
Version Control: Confident use of Git, contributing to code reviews.
Soft Skills: Basic teamwork and communication, handling constructive criticism.

IC-3

Middle I

Experience

More then 2 years of solid frontend experience.

Area of Responsibility

Developing features independently, improving existing components, participating in code reviews.

Skills

JavaScript & Frameworks: Deep knowledge of ES6+, Vue.js ecosystem, understanding UI component libraries.
Coding Practices: Writing clean and maintainable code, understanding coding patterns and principles.
Infrastructure: Familiarity with build tools (Webpack, Babel) and CI/CD pipelines.
Soft Skills: Working well in a team, basic problem-solving and critical thinking.

IC-4

Middle II

Experience

More then 3 years of experience in frontend, capable of handling complex tasks.

Area of Responsibility

Leading feature implementation, optimizing performance, and mentoring juniors.

Skills

Advanced JavaScript: Mastery of core concepts, meta-frameworks, and server-side rendering (SSR).
Testing: Writing unit tests and understanding end-to-end testing frameworks.
Optimization: Improving load times, optimizing SEO, and handling responsive design challenges.
Soft Skills: Effective collaboration, taking initiative, and providing constructive feedback.

IC-5

Senior I

Experience

More then 4 years of frontend development experience.

Area of Responsibility

Designing and implementing complex systems, contributing to architectural decisions.

Skills

Architecture & Patterns: Understanding design patterns, OOP, and functional programming.
Security: Awareness of common vulnerabilities and how to mitigate them.
Performance Tuning: Deep understanding of browser performance and optimization.
Soft Skills: Strong communication, mentoring, and conflict resolution skills.

IC-6

Senior II

Experience

Recognized as an expert in frontend development.

Area of Responsibility

Driving project quality, ensuring best practices, leading codebase improvements.

Skills

Frontend Mastery: Proficient in multiple frameworks (Vue.js, React, Angular), full understanding of TypeScript.
Code Review & Testing: Leading code reviews, implementing automated testing strategies.
CI/CD & Infrastructure: Advanced setup and maintenance of continuous integration and delivery.
Soft Skills: Strategic thinking, decision-making, and adaptability to change.

IC-7

Principal

Experience

Strategic leader in frontend development.

Area of Responsibility

Shaping the technical direction, mentoring senior engineers, overseeing large projects.

Skills

Strategic Planning: Defining and implementing frontend strategies, architectural design.
Innovation: Proposing innovative solutions, optimizing frameworks and libraries.
Stakeholder Communication: Effectively interacting with product owners and management.
Soft Skills: High-level collaboration, influencing team direction, handling complex challenges.

IC-8

Tech Lead

Experience

Extensive experience in leading frontend projects and teams.

Area of Responsibility

Technical leadership, architecture design, and ensuring project alignment with company goals.

Skills

Technology Leadership: Guiding the team on technical implementations, making strategic tech decisions.
Code Quality: Establishing and maintaining coding standards, enforcing best practices.
CI/CD & DevOps: Expertise in infrastructure, server configuration, and deployment strategies.
Soft Skills: Effective delegation, inspiring and motivating the team, strategic decision-making.

└──

Individual Contributor

IC-5

QA Specialist

Experience
1–2+ years of experience in a QA role within a contact center or customer service environment.

Area of Responsibility
Independently evaluates the quality of customer interactions (calls, chats, emails). Ensures compliance with quality standards, identifies errors and process gaps. Provides structured feedback and coaching to agents based on QA results. Prepares regular reports on quality performance metrics. Supports calibration sessions to align quality standards across the team. Assists in developing and improving scripts, guidelines, and procedures.

Skills

Monitoring & Evaluation: Monitors and evaluates calls and chats to ensure compliance with quality standards and scripts
Scorecard Design: Designs and implements quality scorecards tailored for different activities (Inbound/Outbound, Voice/Text, Sales/Support)
Feedback & Coaching: Provides clear, constructive feedback and coaches agents based on QA results
Reporting: Prepares regular reports on quality performance metrics
Calibration: Supports calibration sessions to align quality standards across the team
Process Improvement: Identifies recurring errors and process gaps in customer communication
Standards: Strong knowledge of QA processes and standards (e.g., COPC)

IC-6

L&D Specialist

Experience
3+ years of proven experience in Learning & Development and/or Quality Assurance within a large company. Experience launching a function from scratch is an advantage.

Area of Responsibility
Owns the training and quality control processes. Develops, implements, and delivers employee training programs for sales and support functions. Designs and conducts training sessions aligned with business needs. Creates and adapts training materials for different audiences (new hires, current employees, team leads). Monitors training effectiveness through assessments and feedback. Analyzes error trends and implements corrective actions. Develops plans to achieve quality target indicators. Manages script development and updates. Organizes the work and professional growth of QA Specialists.

Skills

Program Development: Creates, adapts, and delivers training programs for different audiences using adult learning principles
Training Delivery: Facilitates workshops, internal trainings, and online sessions. Supports employees through the learning curve
Quality Control: Develops plans to achieve quality targets, analyzes error trends, and designs monitoring corrective actions
Script & Process Management: Develops and updates scripts, regulations, and process instructions
Impact Measurement: Measures and tracks the impact of training and quality initiatives on key business metrics
Engagement: Organizes team activities and events to build a positive atmosphere and strengthen corporate culture
Methodology: Solid knowledge of COPC standards with the ability to tailor them to specific business needs

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No items found.

IC-1

Trainee

Experience

Entry-level, little to no prior professional experience in frontend development.

Area of Responsibility

Learning and applying basic frontend concepts, writing simple components under supervision.

Skills

HTML/CSS: Understanding and using basic HTML elements and CSS styles.
JavaScript: Familiarity with basic JavaScript (ES6+) concepts.
Git: Basic version control operations, understanding of repositories.
Soft Skills: Effective communication, openness to feedback, willingness to learn and improve.

IC-2

Junior

Experience

More then 1 year of experience in frontend development.

Area of Responsibility

Developing small features, fixing bugs, and understanding project architecture.

Skills

HTML/CSS: Proficient in semantic HTML and CSS preprocessors (e.g., Sass).
JavaScript: Knowledge of ES6+, basic use of libraries like Vue.js or React.
Version Control: Confident use of Git, contributing to code reviews.
Soft Skills: Basic teamwork and communication, handling constructive criticism.

IC-3

Middle I

Experience

More then 2 years of solid frontend experience.

Area of Responsibility

Developing features independently, improving existing components, participating in code reviews.

Skills

JavaScript & Frameworks: Deep knowledge of ES6+, Vue.js ecosystem, understanding UI component libraries.
Coding Practices: Writing clean and maintainable code, understanding coding patterns and principles.
Infrastructure: Familiarity with build tools (Webpack, Babel) and CI/CD pipelines.
Soft Skills: Working well in a team, basic problem-solving and critical thinking.

IC-4

Middle II

Experience

More then 3 years of experience in frontend, capable of handling complex tasks.

Area of Responsibility

Leading feature implementation, optimizing performance, and mentoring juniors.

Skills

Advanced JavaScript: Mastery of core concepts, meta-frameworks, and server-side rendering (SSR).
Testing: Writing unit tests and understanding end-to-end testing frameworks.
Optimization: Improving load times, optimizing SEO, and handling responsive design challenges.
Soft Skills: Effective collaboration, taking initiative, and providing constructive feedback.

IC-5

Senior I

Experience

More then 4 years of frontend development experience.

Area of Responsibility

Designing and implementing complex systems, contributing to architectural decisions.

Skills

Architecture & Patterns: Understanding design patterns, OOP, and functional programming.
Security: Awareness of common vulnerabilities and how to mitigate them.
Performance Tuning: Deep understanding of browser performance and optimization.
Soft Skills: Strong communication, mentoring, and conflict resolution skills.

IC-6

Senior II

Experience

Recognized as an expert in frontend development.

Area of Responsibility

Driving project quality, ensuring best practices, leading codebase improvements.

Skills

Frontend Mastery: Proficient in multiple frameworks (Vue.js, React, Angular), full understanding of TypeScript.
Code Review & Testing: Leading code reviews, implementing automated testing strategies.
CI/CD & Infrastructure: Advanced setup and maintenance of continuous integration and delivery.
Soft Skills: Strategic thinking, decision-making, and adaptability to change.

IC-7

Principal

Experience

Strategic leader in frontend development.

Area of Responsibility

Shaping the technical direction, mentoring senior engineers, overseeing large projects.

Skills

Strategic Planning: Defining and implementing frontend strategies, architectural design.
Innovation: Proposing innovative solutions, optimizing frameworks and libraries.
Stakeholder Communication: Effectively interacting with product owners and management.
Soft Skills: High-level collaboration, influencing team direction, handling complex challenges.

IC-8

Tech Lead

Experience

Extensive experience in leading frontend projects and teams.

Area of Responsibility

Technical leadership, architecture design, and ensuring project alignment with company goals.

Skills

Technology Leadership: Guiding the team on technical implementations, making strategic tech decisions.
Code Quality: Establishing and maintaining coding standards, enforcing best practices.
CI/CD & DevOps: Expertise in infrastructure, server configuration, and deployment strategies.
Soft Skills: Effective delegation, inspiring and motivating the team, strategic decision-making.

M-6

Call Centre Team Lead

Experience
2+ years in a call center environment, including at least 1 year in a supervisory or team leader role.

Area of Responsibility
Manages a team of agents (10–15 FTE) to ensure daily KPI achievement. Monitors individual and group performance, ensuring timely processing of leads and follow-ups. Provides regular coaching, feedback, and on-the-job training to improve agents' performance and communication quality. Handles escalated customer issues that cannot be solved at the agent level. Monitors attendance, schedule adherence, and overall discipline within the team. Assists in onboarding and training new agents. Maintains a positive and collaborative team environment.

Skills

Team Performance Management: Daily monitoring of individual and group KPIs, ensuring timely processing of leads and follow-ups
Coaching & Feedback: Provides regular coaching, feedback, and on-the-job training to improve agents' performance and communication quality
Escalation Handling: Resolves escalated customer issues that cannot be solved at the agent level
Operational Control: Monitors attendance, schedule adherence, and overall discipline within the team
Communication: Maintains a positive team environment, assists in onboarding and training new agents
Data Analysis: Analyzes team performance reports to identify areas for improvement

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M-7

Call Centre Supervisor

Experience
3+ years of proven experience managing operations in large-scale call centers (100+ FTE), preferably in multi-country and multi-product environments.

Area of Responsibility
Manages the daily operations of the call center, overseeing multiple teams (Team Leads). Ensures KPI achievement across all products, countries, and channels. Controls the timeliness of lead processing and call-backs. Develops and executes performance plans, analyzes efficiency, and implements improvements. Develops, updates, and implements procedures, guidelines, call scripts, and work standards. Optimizes call center processes (workload distribution, scheduling, SLA adherence). Recruits agents and team leads, builds a talent pool. Provides mentorship, coaching, and training for team leads. Monitors team satisfaction and engagement levels.

Skills

Operations Management: Manages daily operations, controls timeliness of lead processing and call-backs across all teams
Performance Management: Develops and executes performance plans, analyzes departmental efficiency, and implements improvements
Workforce Management: Oversees workload distribution, scheduling, and capacity planning to ensure SLA adherence
Process Development: Develops, updates, and implements procedures, guidelines, call scripts, and work standards
Team Development: Recruits agents and team leads, builds a talent pool, and provides mentorship and coaching to team leads
COPC Knowledge: Applies COPC standards and best practices in contact center management
Engagement: Monitors team satisfaction and engagement levels, motivates and retains key employees

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M-8

Head of Call Centre

Experience
4–6+ years in customer operations management. Experience leading supervisors and managing large-scale call center operations (200+ FTE).

Area of Responsibility
Provides strategic and tactical leadership for the entire call center. Ensures achievement of KPIs across all countries, products, and teams. Drives efficiency, profitability, and quality across sales and support functions. Manages resources, budget, and capacity planning. Oversees the selection, implementation, and effectiveness of software solutions (CRM, CX, automation). Develops the management team (Supervisors, Team Leads), fostering a culture of accountability, proactivity, and teamwork. Ensures effective collaboration with Product, Marketing, and IT. Ensures the consistent application of the customer journey and communication standards. Manages risks and ensures business continuity.

Skills

Strategy & Efficiency: Ensures financial efficiency of the division, participates in budget planning, and analyzes the ROI of operational and technology investments
KPI Framework: Establishes and manages the KPI framework for all customer-facing functions, ensuring quality control at an operational level
Resource & Capacity Planning: Manages FTE, forecasting, and capacity planning based on business goals
Technology & CRM: Oversees the selection, implementation, and effectiveness of software solutions and their impact on operations
Leadership Development: Develops the management team, fostering a culture of accountability, proactivity, and teamwork
Cross-functional Collaboration: Ensures effective collaboration with Product, Marketing, and IT to solve operational challenges
Customer Experience: Ensures the consistent application of the customer journey and communication standards at the operational level
Risk Management: Ensures the uninterrupted operation and resilience of customer processes

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M-9

Head of CS & CX

Experience
7+ years of proven experience in Customer Management, including multi-country and multi-channel environments in large-scale call centers (300+ FTE).

Area of Responsibility
Defines the long-term strategy for sales, support, and customer experience across the company. Ensures the financial efficiency and profitability of the division, managing budget and resource allocation. Establishes the KPI framework for all customer-facing functions and sets performance standards. Oversees the selection, implementation, and impact of CRM, CX, and automation solutions. Develops and maintains a unified customer journey across all touchpoints. Establishes a customer feedback system and implements improvements based on insights. Develops the management team and fosters a culture of accountability and customer focus. Manages risks and ensures compliance with regulations on customer data and privacy.

Skills

Strategy & Profitability: Defines long-term strategy, ensures financial efficiency, plans and manages the budget, and optimizes resource allocation
KPI & Standards: Establishes the KPI framework for all customer-facing functions, sets performance standards, and ensures company-wide quality control
Technology Leadership: Oversees the selection, implementation, and impact of CRM, CX, and automation solutions on key business indicators
Unified Customer Journey: Develops and maintains a unified customer journey, establishes a customer feedback system, and implements improvements based on insights
Executive Partnership: Acts as a strategic advisor to C-level, aligning CX strategy with business growth goals
Organizational Development: Develops the management team and fosters a culture of accountability, collaboration, and customer focus across all departments
Risk & Compliance: Manages risks, ensures business continuity, and ensures compliance with regulations on customer data and privacy

Call Center – Sales & Support

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