Your Responsibilities:

• Overall responsibility for the contract-compliant, economical, and qualitative management of the customer project
• Planning, controlling, and coordinating all project-related activities as well as the involved departments (Operations, Quality, Training, Workforce Management, Reporting, and IT)
• Primary contact for the client and management of collaboration at the operational and tactical level
• Facilitation of project, status, and escalation meetings as well as professional stakeholder and escalation management
• Monitoring and analysis of relevant KPIs, service levels, and quality metrics, as well as derivation and implementation of improvement measures
• Budget and results responsibility, including commercial reporting and evaluation of project changes
• Disciplinary leadership of project-assigned employees as well as professional management of project-involved departments

Your Profile:

• Several years of experience as a Project Manager, Service Delivery Manager, or Account Manager in a contact center or customer service environment
• Experience in managing complex customer projects
• Strong understanding of KPI, quality, and service level management
• Experience in contract, stakeholder, and escalation management
• Commercial acumen and experience with budget and results responsibility
• Proficient use of MS Office as well as reporting and analysis tools
• Experience in the energy or utility sector is an advantage
• Knowledge of CRM, ticketing, or workforce management systems
• Experience in outsourcing or service center structures

Your Benefits:

• Responsibility for a strategically important customer project in the energy sector
• High level of autonomy and creative freedom
• Direct collaboration with decision-makers
• Long-term development perspectives
• Flexible working models (hybrid)
• Modern working environment with short decision-making processes near U2 Prater station

For this position, a gross monthly salary starting at €3,200 (full-time, 40 hours per week) is offered. Depending on qualifications and experience, willingness to pay above the stated amount exists.
If you are interested in this challenging position, we look forward to receiving your meaningful application under reference number 111.686, preferably via our ISG career portal or by email.

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