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:
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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