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Egor Logo Egor · Customer Service

Customer Contact Center Manager

Portugal, Lisboa · Job Posted April 24, 2026
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Job Description

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

Job Responsibility

  • 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

Requirements

  • 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

What we offer

  • Professional development opportunities
  • Collaborative environment focused on innovation and continuous improvement
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