RESPONSABILE CONTROL ROOM CRM

JR Italy; Emilia-Romagna; In loco; EUR 45.000 - 55.000; Tempo pieno

Descrizione del lavoro

Un'importante azienda, Gruppo Hera, sta cercando un Control Room CRM Manager in Emilia Romagna. Questa figura strategica gestirà operazioni, monitorerà le prestazioni e guiderà un team dedicato, all'interno di un ambiente innovativo che promuove la diversità e la crescita professionale. Il candidato ideale ha una laurea in campi tecnico-scientifici e un'esperienza nel settore.

Servizi

Pacchetto welfare aziendale

Iniziative di benessere

Benefici per famiglie

Formazione e programmi di sviluppo

Competenze

• Laurea in campi tecnico-scientifici (Ingegneria, Informatica, Elettronica).
• Esperienza comprovata nelle operazioni con i clienti, preferibilmente nei settori Energia, Telecom o BPO.
• Capacità di gestione di team operativi e pianificazione strategica.

Mansioni

• Ottimizzare e monitorare i canali front-end per garantire un servizio clienti di qualità.
• Gestire le piattaforme CRM e sviluppare progetti di integrazione per migliorare l'efficienza.
• Supportare attività di pianificazione e analisi dei costi.

Conoscenze

Programmazione

Database

Excel

Ppt

Genesys

Salesforce

Formazione

Laurea in Ingegneria

Laurea in Informatica

Laurea in Elettronica

Descrizione del lavoro

emilia romagna, Italy

Gi Group, the leading Italian employment agency with over 200 branches nationwide and more than 1800 HR professionals, in collaboration with Gruppo Hera, one of Italy's major multi-utilities, is seeking:

Control Room CRM Manager

Why join Gruppo Hera:

• Be part of a leading, rapidly growing company that values its people;
• Work in an innovative environment that prioritizes diversity and inclusion as key drivers of growth;
• Play a strategic and impactful role within the company;
• Develop your skills through training and professional growth opportunities.

Responsibilities:

• Optimize and monitor front-end channels (counter, call center, digital channels) to ensure quality customer care, coordinating a dedicated team;
• Track performance metrics, KPIs, and traffic volumes, proposing optimization solutions to increase occupancy and reduce contacts;
• Support planning and cost analysis activities (budget and industrial plan) and contractual KPIs (matching demand, operational conditions, billing data for outsourcers);
• Manage CRM platforms and develop integration projects, analyzing technical and economic requirements to improve efficiency and quality.

Requirements:

• Degree in technical-scientific fields (Engineering, Computer Science, Electronics);
• Proven experience in Customer Operations, preferably in Energy, Telecom, or BPO sectors;
• Experience in managing operational teams and strategic planning;
• Skills in programming languages, databases, Excel, PowerPoint, Genesys, and Salesforce.

Location and Benefits:

• Location: Emilia Romagna, Italy
• Annual gross salary up to €50,000 (commensurate with experience);
• Direct employment with hybrid work mode;
• Company welfare package including sustainable mobility, wellness initiatives, family benefits;
• Training, growth, and development programs.

Gi Group is part of Gi Group Holding, the leading Italian multinational in employment services, active in temporary work, permanent staffing, HR consulting, training, outsourcing, and more, in over 30 countries worldwide. Our values include attention, passion, continuous learning, innovation, collaboration, sustainability, and responsibility. For more info, visit our website.

Gi Group S.p.A. is authorized by the Ministry of Labour (Aut. Min. 26/11/2004 PROT. 1101 - SG). We welcome applications from all genders in compliance with legislative provisions. Candidates are encouraged to read our privacy policy as per EU Regulation 679/2016.