Caring Center Project Manager

Caring Center Project Manager - PPC Blue

: PPC Blue Romania

: Bucharest

: Unlimited period

starts with doing what you like

We are always looking for talented and motivated colleagues to join our team and together, contribute to the creation of a sustainable future, based on inclusion, empathy, respect and equal opportunities.

Together with us, you have the chance to grow everyday, contributing to energy transition, being responsible of
:

• Ensuring Billing and Collection Accuracy:

o Monitoring the end-to-end billing and collections process to prevent errors, delays, or revenue leakage.

o Ensure accurate and timely billing processes for final customers, coordinating with finance and operations teams to prevent discrepancies and maintain transparency.

o Supervise and optimize credit control and cash collection activities, ensuring targets are met while maintaining a positive customer experience.

• Caring Center Operations Management:

o Oversee daily call center operations and customer interaction activities, ensuring efficiency, service quality, and compliance with company standards.

o Managing a high-performing call center while ensuring a consistently excellent customer experience and maintaining a strong NPS score.

o Track and analyze Customer Satisfaction (CSAT) and Net Promoter Score (NPS) results, identifying trends and implementing actions to continuously improve customer loyalty and satisfaction.

• Process Optimization and Development:

o Evaluate, design, and implement process improvements across billing, collection, and caring center activities to enhance performance and operational excellence.

o Lead initiatives to develop new services or enhance existing ones, aligning with business objectives and customer needs while ensuring successful project implementation.

o Coordinating internal and external teams to solve system issues and deliver new developments on time

• Partner Relationship Management (B2B):

o Manage relationships with business partners, offering support and appropriate solutions to meet their needs. Collaborate with internal teams to address B2B partner requests and resolve issues.

o Cross-Functional Collaboration: Work closely with finance, sales, IT, and operations departments to ensure seamless integration and execution of customer care and financial processes.

o Performance Reporting and KPI Management: Develop and monitor key performance indicators for each area, providing regular reports and actionable insights to senior management.

o Team Leadership and Development: Guide and support team members, fostering a culture of accountability, customer focus, and continuous improvement.

• Compliance and Quality Assurance: Ensure all caring center and financial activities comply with company policies, contractual obligations, and relevant legal or regulatory requirements.

What you'll need to succeed:

• Bachelor's degree
• Previous experience in Customer Service, eMobility, Billing, Credit collection, Reporting
• Proven experience in customer support, billing and credit and cash collection
• Strong understanding of SLA management, KPIs, and performance monitoring
• Excellent problem-solving skills and the ability to manage complex customer and partner issues
• Strong collaboration skills, with the ability to work effectively with team leaders and cross-functional teams
• Experience with managing consumer complaints in compliance with regulatory requirements
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Power BI for reporting and procedure documentation
• Experience in training, coordinating or supervising teams/activities
• Experience with Salesforce, SAP and Genesys is considered a plus
• Effective Delegation
• Empathy and Excellent Communication Skills (Clear and Adapted Communication)
• Solution-Oriented Mindset
• Analytical and Synthesis Skills, Planning and Prioritization, Attention to Detail.

What's in it for you:

Professional growth/ Development

• opportunities for professional and personal development
• dynamic work environment and different business lines
• international work environment
• internal mobility programs
• courses, coaching sessions, mentoring

Rewards

• medical subscription/medical insurance
• meal vouchers, bonuses (Energetician's Day, Easter, Christmas, etc.)
• 13th salary
• reimbursement of part of the holiday ticket
• extra free days (Birthday, Energetician's Day, etc.)
• special offers from our collaborators
• referral employee program
• Bookster

Way of working

• hybrid way of working (office & smartworking)
• short Friday

What else do you need to know?

Confidentiality of the recruitment process

At PPC, we respect the confidentiality of each application. Only selected candidates will be contacted for an interview, and other applications will be kept in our database for one year maximum.

About PPC

We are leaders in energy in South-Eastern Europe, active in the production, distribution and supply of electricity, as well as developing innovative solutions for a sustainable future. With an installed capacity of 10.7 GW, we provide energy for 8.7 million clients and deliver over 35 TWh annually.

In Romania, PPC became a top player with the acquisition of Enel companies in October 2023. With a history that began in 1950, we are listed on the Athens Stock Exchange and are constantly expanding our vision.

Our commitment to diversity and inclusion

We believe that energy comes from people. At PPC, every voice counts, and diversity is the engine of our innovation. Regardless of age, ethnicity, gender or disability, it offers an inclusive environment where you can grow and perform.

#EnergyForAll – for your career, for the future, for everyone