Specialista Support Channel Senior
Gi Group, in partnership with Gruppo Hera, is recruiting for the position of Specialista Support Channel Senior based in Bologna (BO). This full‑time role will work in a hybrid schedule.
Overview
In the Hera Group you will:
Be part of a growth‑focused, people‑centric organization.
Work in an innovative company that prioritizes diversity and inclusion.
Play a strategic and critical role for the business.
Develop and expand your competencies through training and professional growth paths.
Cosa farai (What You Will Do)
Ensure operational oversight of outsourced call‑center services, coordinating with supplier contacts and continuously monitoring performance against contractual SLAs, quality levels, and customer experience.
Support commercial activities by coordinating with the channel’s sales structures.
Verify compliance with the Client’s procedures and standards, supporting continuous improvement of service processes.
Manage call‑center projects from concept to implementation, achieving predefined objectives.
Prepare concise periodic reports on KPI progress for each supplier, contributing to corrective actions and improvement plans.
Sei il candidato/la candidata ideale se (Requirements)
Degree, preferably in technical or economic disciplines.
At least 5 years of experience in similar roles within Customer Care or Call‑Center environments.
Strong data analysis skills and ability to produce effective executive‑level summaries.
Excellent relational skills, teamwork orientation, problem‑solving, proactivity, and flexibility.
Knowledge of CRM systems (Salesforce preferred) and advanced proficiency with Microsoft Office (Excel, PowerPoint).
Availability for national travel to oversee suppliers.
Offriamo (Benefits)
Annual gross salary up to €45,000, commensurate with skills and experience.
Direct employment, hybrid work model.
Welfare package with sustainable mobility, wellness and health initiatives, and family support contributions.
Training, growth, and development opportunities.
L’offerta si intende rivolta a candidati ambosessi, nel rispetto del D.Lgs. n. 198/2006 e dei Decreti Legislativi n. 215 e n. 216 del 2003 sulle parità di trattamento. I candidati sono invitati a leggere l’informativa privacy ai sensi degli artt. 13 e 14 del Reg. EU 679/2016 al seguente indirizzo.
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