Customer Contact Center Manager. (m/f).

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 (, 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