Call Center Manager (Europe) – 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 BYDs 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 BYDs 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

Bachelors degree in Business Administration Management or related field
510 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 BYDs European journey.