Caring Center Project Manager

🏫: PPC Blue

👥: Integrated Operations

📍: Bucharest

📝: Unlimited period

#YourCareer 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 every day, contributing to energy transition, being responsible of:

• Ensuring Billing and Collection Accuracy:

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

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

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

• Caring Center Operations Management:

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

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

  • 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:

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

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

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

• Partner Relationship Management (B2B):

  • 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.

  • 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.