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Middle (2-5 ani)

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The position in a nutshell:

As a Contact Center Manager you shall drive the company success by  performing the following tasks to the highest standards:

  • Lead and organize the operational teams handling all care & sales customer interactions within Bacau contact center;
  • Lead & organize the support teams (internal or external) handling: HR (training, recruitment, compensation & benefits policies), Real Time Management, Quality Management, IT support, Real Estate;
  • In charge with the budget construction & follow-up for the centre considering the mix of activities and their associated KPIs aligned with the key stakeholders from Orange Romania;
  • Responsible for delivering state of art BPO services for Orange Romania.


Here's what you will have to do:



  • Provide overall leadership on the entire centre, ensures that all relevant policies and procedures are followed, create/update policies and procedures where these are lacking or incomplete;
  • Main interface towards Orange Romania for operations & contract management
  • Main interface towards other external providers delivering support services (. HR administrative tasks, IT support functions, etc);
  • Budget planning (CAPEX & OPEX) considering the mix of activities to be delivered (as aligned with ORO key stakeholders) with respect to the operational & support KPIs;
  • Build expertise on all services handled by the teams and contribute to company transformation program;
  • Continuous follow-up of activities through qualitative and quantitative KPIs to ensure the delivery of customer satisfaction improvement;
  • Identify areas of improvement to optimize the performance using benchmarks and market practices; integrate them into the management reports analysis and presentations;
  • Establish and maintain highly effective relationships with all levels of the internal organization and with relevant external stakeholders;
  • Design and perform internal control on processes, activities and on accuracy of reports & presentations;
  • Permanently support the continuous change management for adapting Customer Service processes/procedures/ reports and presentations to become more effective.


  • Communicate, cascade-down into the team the specific targets, the actions requested and its performance;
  • Create a culture of continuous performance improvement and drive the assessment of the career path;
  • Give guidance, manage, support the activities of the direct reports as required
  • Review the sub departmental objectives 2 times/year (set SMART objectives) and follow the results;
  • Manage the administrative tasks for direct team members related to filling, approval and sending in time to HR department of the timesheet reports.


Team development:

  • Identify the development needs of the direct team members;
  • Propose development tools: training (in-house and external), participation to conferences, seminars etc. as per the needs identified;
  • Assign coachers by areas for different categories of team employees (new comers, internship...);
  • Establish principles and a framework to guide departmental activity, monitor the progress and coach each member as necessary;
  • Develop the sense of responsibility through tasks and authority delegation to team members.


What are we looking for?


Professional know-how:

  • Deep knowledge of customer services operations activities and processes.
  • Strong knowledge and experience using project management methodologies, executive analysis and presentation skills and structured analysis techniques.
  • Capacity to interact & engage with stakeholders and operational business owners including C-level
  • Change management experience;
  • Finance for Non finance knowledge;
  • End to end understanding of telecom business integrating customer services, technical and commercial perspectives;
  • Knowledge of relevant legislative requirements.
  • English – fluent .

  Specific Competencies:

  • Customer focus;
  • Analytical thinking, excellent communication skills;
  • Negotiation, persuasion & influencing skills;
  • Conflict management skills;
  • Results oriented;
  • Influence and persuasion in transversal relations, across all levels;
  • Management reporting & presentation;
  • Dynamic and proactive attitude, good communication skills;
  • Ability to work as a team;
  • Developing and coaching others.


Education and experience:

  • Relevant qualifications (Business, Finance or Engineering/ Telecommunications);
  • Experience in a senior management/program management position (min. 4 years) preferably in a BPO;


What’s in it for you?

  • Opportunity to work in a multicultural environment;
  • Great work atmosphere;
  • Competitive salary package;
  • Two special bonuses per year linked to results;
  • Lunch tickets;
  • Special subscription for sports and recreational activities;
  • Medical plan subscription;
  • Professional and private phone subscriptions;
  • Relocation bonus (if case).

Job location: Bacau

This is an external staff position. Your employer will be a third-party supplier, in service for Orange.