Call Center Manager - Budapest

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

👉 Apply now and become part of BYD's European journey.