ESN is looking for a Contact Centre Manager

ESN operates the Europe Direct Contact Centre (EDCC) on behalf of DG Communication of the European Commission. The EDCC answers questions on EU affairs from citizens and businesses across the EU. Enquiries may be submitted in any of the EU’s 23 official languages, and may address any aspect of its institutions, policies and programmes.

The Manager is responsible for the operational delivery of the Contact Centre services. He/She  is in charge of all organisational tasks and is the main interface with the DG Communication. He/She takes full responsibility for the entire operation, in particular:

• quality assurance;
• staff retention and recruitment;
• daily contact with DG Communication;
• quantitative and qualitative reporting;
• ensuring adequate response capacity of the Contact Centre;
• financial aspects of the contract;
• the accessibility of the Contact Centre's channels – mainly web forms, phone and web chat;
• implementation of operational agreements and partnerships;
• Information security policy enforcement;
• Business continuity measures.

He/She attends regular meetings with DG Communication at least twice per month.

We offer a full-time permanent contract.

Profile (All elements are compulsory. If not fully met the application will not be selected.)

Candidates must have:

• Completed university studies of at least three years certified by a diploma.
• Good knowledge of the EU Institutions, activities and programmes.
• A very high command of English.
• 5 years proven experience in management of which at least two in a contact centre

Contact

Please send your CV in Europass Format and motivation letter using the online form.