Customer Contact Center Manager

Detalhes da oferta

COMPANY Multinational organization with a global presence and a strong focus on excellence, innovation, and sustainable growth.

CANDIDATE

The professional to be recruited will be responsible for:

• Ensuring the implementation and operational management of the Customer Contact Center (L1 support), guaranteeing its efficient day-to-day functioning;
• Defining and managing the CCC service model, scope, processes, and performance;
• Managing and overseeing external service providers, including contracts, SLAs, and KPIs;
• Defining, monitoring, and optimizing operational KPIs, namely First Contact Resolution, response and resolution times, customer satisfaction, backlog, and contact volume;
• Recruiting, onboarding, developing, and leading internal and external Contact Center teams;
• Driving standardization, quality, and continuous improvement across processes and operations;
• Defining and implementing the team training strategy in coordination with partners;
• Acting as the main interface between the CCC and internal stakeholders, including Technical Support, IT, Quality, Training, and Product teams;
• Supporting the implementation of new tools, channels, and automation initiatives within the Contact Center environment.
• PROFILE
• Degree in Management, Engineering, IT, or a related field (Master’s degree valued);
• Proven experience in Customer Contact Center, Customer Operations, or Service Management roles;
• Demonstrated experience in the implementation, scaling, or transformation of Contact Centers;
• Experience in managing external service providers;
• Strong KPI-driven operational management mindset;
• Experience in recruiting and leading teams in an international environment;
• Analytical, structured, and process-oriented profile;
• Excellent communication and stakeholder management skills;
• Experience with CRM or case management tools (e.g., Microsoft Dynamics 365 or similar);
• Fluency in English, with additional European languages considered a plus, namely German and/or Dutch.

Integration into a global organization offering a hybrid working model, professional development opportunities, and a collaborative environment focused on innovation and continuous improvement.

Selected candidates will be contacted within 10 working days.

EGOR Talent Acquisition Success Through People