Caring Center Project Manager

What you'll need to succeed: Bachelor's degreePrevious experience in Customer Service, eMobility, Billing, Credit collection, ReportingProven experience in customer support, billing and credit and cash collectionStrong understanding of SLA management, KPIs, and performance monitoringExcellent problem-solving skills and the ability to manage complex customer and partner issuesStrong collaboration skills, with the ability to work effectively with team leaders and cross-functional teamsExperience with managing consumer complaints in compliance with regulatory requirementsProficiency in Microsoft Office (Word, Excel, PowerPoint) and Power BI for reporting and procedure documentationExperience in training, coordinating or supervising teams/activitiesExperience with Salesforce, SAP and Genesys is considered a plusEffective DelegationEmpathy and Excellent Communication Skills (Clear and Adapted Communication)Solution-Oriented MindsetAnalytical and Synthesis Skills, Planning and Prioritization, Attention to Detail. Together with us, you have the chance to grow every day, 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 timePartner 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.Performance Reporting and KPI Management: Develop and monitor key performance indicators for each area, providing regular reports and actionable insights to senior management.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's in it for you:aoe"i,- Professional growth/ Developmentopportunities for professional and personal developmentdynamic work environment and different business linesinternational work environmentinternal mobility programscourses, coaching sessions, mentoringdY', Rewardsmedical subscription/medical insurancemeal vouchers, bonuses (Energetician's Day, Easter, Christmas, etc.)13th salaryextra free days (Birthday, Energetician's Day, etc.)special offers from our collaboratorsreferral employee programBooksterdY' > Way of workinghybrid way of working (office and smartworking)short FridayWhat else do you need to know-Confidentiality of the recruitment processAt 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 PPCWe 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 inclusionWe 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.dY"1 #EnergyForAll aEUR" for your career, for the future, for everyone