Call Center Systems & Processes Specialist

We are Yettel!

Yettel is a part of e&PPF Telecom Group, a partnership between PPF Group and Emirates Telecommunication Group (e&) focused on delivering superior telecom and digital experience to customers across Central and Eastern Europe, that connects over 3 million customers to people, devices and businesses.

We are a company that wants to discover, develop and invest in technology to serve people in the most useful and effective way for them. We want to create the future together with you. That's why we at Yettel are ready to discover and develop your talent and unique skills as we change the world together.

Role overview:

We are looking for a Call Center Systems & Processes Specialist to support the improvement of systems and processes within our Call Center operations. The role involves identifying optimization opportunities, participating in the design and implementation of new tools, and ensuring process efficiency. You will work closely with cross-functional teams to enhance workflows, develop training materials, and provide analytical insights that drive operational excellence.

Your responsibilities would be:
 

• Support the design and documentation of Call Center processes and procedures to ensure clarity and efficiency.
• Conduct testing of new tools and system functionalities, ensuring alignment with business needs and expected performance.
• Lead the introduction and implementation of process changes related to new tools and technologies, including training and documentation.
• Prepare regular and ad-hoc reports to analyze Call Center activities and performance.
• Collaborate with internal teams to assess process impacts and prepare supporting analyses and materials.
• Gather and analyze operational requirements for system and process improvements, collaborating with relevant teams to implement changes.

We Expect From You:
 

• Experience: Minimum 2 years in Contact Center operations.
• Analytical & Reporting Skills: Ability to interpret data, generate insights, and create structured reports.
• Technical Proficiency: Strong knowledge of MS Office (Word, Excel, PowerPoint) and ability to adapt to new systems.
• Collaboration & Communication: Excellent interpersonal skills and ability to work cross-functionally.
• Problem-Solving & Adaptability: Proactive mindset, strong multitasking abilities, and ability to work under pressure.
• Fluency in English: Excellent command of English (written and spoken).

Benefits:
 

• Positive workplace culture where you would receive all the support you need from your peers and managers in order to achieve your personal and team goals
• Annual bonus based on your personal performance
• Preferential prices for mobile devices and accessories
• Unlimited mobile services and mobile internet
• Flexible working hours
• Monthly food and gift vouchers
• Transportation allowance
• Additional health insurance 
  
  
   

Join Yettel now by sending us your up-to-date CV.

Only shortlisted applicants will be contacted with information about next steps of our selection process.

Applicants are treated with strict confidentiality following the applicable personal data protection legislation.