Call Center Manager (Europe) – Budapest at BYD Europe

Budapest, Central Hungary, Hungary -

Full Time

Start Date

Immediate

Expiry Date

07 Jul, 26

Salary

0.0

Posted On

08 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call center management, Strategic planning, Team leadership, Project management, Change management, KPI management, Customer experience, Operational excellence, Stakeholder management, Recruitment, Training and development, Data-driven decision making, Process optimization, Automotive industry knowledge, CRM systems, Communication

Industry

Motor Vehicle Manufacturing

Description

Company: BYD Location: Budapest, Hungary Would you like to be part of a growing international team shaping the future of sustainable mobility? At BYD, we are shaping the future of sustainable mobility. To support our growing European operations, we are building a new Customer Service Center and are looking for Call Center Manager to lead our team. The Call Center Manager will be responsible for leading the transition and internalization of call center operations in Budapest, while developing and executing a new customer service strategy across Europe. This role plays a critical part in enhancing customer experience, optimizing operational efficiency, and aligning service standards with BYD’s rapid expansion in the European automotive market. Your Responsibilities 1. Call Center Internalization & Setup • Lead the end-to-end internalization of call center operations in Budapest • Oversee recruitment, onboarding, and training of in-house customer service agents • Establish operational processes, KPIs, and performance standards • Ensure smooth transition from outsourced vendors to in-house teams 2. Strategy Development (Europe) • Design and implement a scalable European call center strategy • Align customer service operations with BYD’s business goals and growth plans • Introduce best practices, automation, and digital tools to improve service delivery • Standardize processes across multiple European markets 3. Operations Management • Manage day-to-day call center operations, ensuring high service quality and efficiency • Monitor performance metrics (SLAs, KPIs, customer satisfaction, response times) • Drive continuous improvement initiatives and cost optimization • Handle escalation management and critical customer issues 4. Team Leadership • Build, lead, and develop a high-performing customer service team • Coach team leaders and agents to achieve performance targets • Foster a customer-centric culture and strong employee engagement • Implement training and development programs 5. Stakeholder Collaboration • Work closely with regional business units, sales, aftersales, and HQ teams • Coordinate with IT and digital teams on system implementation (CRM, telephony, etc.) • Ensure compliance with local regulations and company policies What We Are Looking For • Bachelor’s degree in Business Administration, Management, or related field • 5–10+ years of experience in call center/customer service management • Automotive industry experience • Proven experience in building or internalizing call center operations • Experience managing multi-country or regional (European) operations preferred • Strong leadership, project management, and change management skills • Data-driven mindset with experience in KPI management and reporting • Fluent in English; additional European languages are a plus Key Competencies • Strategic thinking and execution • Operational excellence • Leadership and team development • Customer-centric mindset • Strong communication and stakeholder management • Problem-solving and adaptability in a fast-paced environment What Success Looks Like • Successful internalization of the Budapest call center • Improved customer satisfaction and service efficiency across Europe • Scalable and standardized customer service operations • High-performing, engaged customer service team What We Offer The opportunity to be part of a newly established, growing Customer Service Center A stable, full-time position at a leading global company in the electric vehicle industry A collaborative, international work environment Competitive compensation and benefits package If you are passionate about customer service and would like to contribute to a more sustainable future, we would love to hear from you. 👉 Apply now and become part of BYD’s European journey.

Responsibilities

The Call Center Manager will lead the internalization and setup of the new customer service center in Budapest while developing a scalable European service strategy. They are responsible for managing daily operations, building a high-performing team, and ensuring service standards align with company growth.