Simply Contact

We are looking for a Project Manager who acts as a true Project Owner — a leader fully responsible for project performance, client satisfaction, and team success.
This role combines strategic thinking, operational excellence, and the ability to turn insights into measurable results.

Key Responsibilities:
Day-to-Day Operations & Performance Management

• Ensure consistent and high-quality delivery of project KPIs.
• Analyze operational data, identify performance gaps, and develop and implement improvement plans.
• Lead the project team, taking full responsibility for both external results and internal operations.
• Manage workforce planning: recruitment, training, scheduling, and resource allocation.
• Oversee project financials — control budgets, ensure cost efficiency, and prepare reports for internal and client use.
• Maintain clear and timely communication within the team and with stakeholders.

Client Relationship & Partnership

• Act as the primary owner of the client relationship — not only participating in, but leading and facilitating strategic meetings, Weekly/Monthly Business Reviews, and regular syncs.
• Build trust-based, partner-level relationships with key decision-makers.
• Proactively manage client expectations, identify risks, and ensure Key Client Satisfaction through transparency, reliability, and continuous improvement.

Strategic Management & Development

• Define and execute the long-term project strategy, fully aligned with client goals and company vision.
• Identify and implement opportunities for scaling, process optimization, and innovation.
• Translate strategic goals into actionable roadmaps with measurable outcomes.
• Anticipate operational challenges and design preventive actions to ensure sustainable delivery.

Cross-functional Leadership

• Collaborate effectively with internal departments — Operations, Training, QA, IT, and People teams.
• Ensure alignment and smooth communication between client and internal teams.

• Promote a culture of ownership, accountability, and continuous improvement across the project.

   

Requirements:

• 2+ years of experience as a Project Manager, Delivery Manager, or similar role in customer support, e-commerce, ride-hailing, or delivery projects.
• Proven track record of owning project results and managing large-scale operations.
• Strong analytical mindset and ability to make data-driven decisions.
• Excellent communication, negotiation, and leadership skills.
• Confident user of MS Power Suite (Excel, Power BI, PowerPoint, Teams, etc.).
• English — Fluent / Advanced level (verbal and written) — communication with a British decision-maker and key stakeholders.

Key Responsibilities:
 

• Lead the end-to-end implementation of AI and automation solutions (chatbots, voice bots, QA automation, AI assistants, RPA) using no-code / low-code platforms.
• Work closely with analysts and operations teams to gather requirements and turn them into clear, implementation-ready specifications.
• Explore the AI solutions market, communicate with vendors, run pilots.
• Coordinate integrations with existing systems such as CRM, ticketing tools, telephony, and QA platforms.
• Configure, test, and fine-tune AI solutions (flows, prompts, rules, dashboards) without deep programming.
• Prepare cost–benefit analyses and evaluate the operational impact of automation (FTE reduction, AHT improvement, performance gains).
• Support solution rollout, track key metrics, and continuously improve implemented AI tools.
• Make sure AI solutions align with business goals, operational processes, and data security standards.
   

Requirements:
 

• Experience in a Product Manager or Implementation Manager role within BPO or customer support environments.
• Practical, hands-on experience with AI and automation tools at the application level (chatbots, voice bots, QA automation, RPA, AI copilots).
• Good understanding of no-code / low-code platforms (bot builders, workflow automation tools, AI QA platforms).
• Experience working with external vendors and evaluating the results of implemented solutions.
• Strong communication skills and the ability to collaborate with both business and technical stakeholders.
• English proficiency at B2 level or higher.
   

Nice to Have:
 

• Experience with CRM or contact center platforms (Zendesk, Salesforce, Genesys, etc.).
• Understanding of core contact center KPIs (AHT, CSAT, FCR, QA).
• Experience running pilots and scaling AI solutions across multiple projects.

We are actively growing and expanding our team. We invite you to join the Analytics Department as a WFM Scheduling Specialist.

Key Responsibilities:

• Ensure effective scheduling of contact center agents while considering service level targets (FRT, SLA), workload, vacations, and operational requirements;
• Build monthly work schedules for the contact center based on forecasted workload (chats and calls);
• Work within the client’s WFM system;
• Prepare and maintain timesheets;
• Import and manage forecasting data;
• Collaborate closely with the Operations and HR departments to align planned and actual shifts and vacations;
• Maintain and update WFM tools / Excel models, participate in the implementation of new WFM solutions;
• Perform reforecasting (updating workload projections for schedule adjustments).

Required Knowledge and Skills:

• Experience with core and advanced Excel functions and complex formulas used for calculating operational metrics;
• Ability to create Excel reports and forecast results;
• Ability to work in a multitasking environment, stay focused, and maintain accuracy while completing reports over extended periods;
• Experience in planning and scheduling based on workload forecasts;
• English language proficiency at B2 level;
• Understanding the impact of key contact center metrics (AHT, FRT, Shrinkage, Adherence) on scheduling.

Will be an advantage:

• Experience with WFM systems (Verint, Assembled, Genesys, injixo, NICE, Calabrio, etc.);
• Skills in process automation (VBA, Power Automate, Python, SQL are a plus);
• Knowledge of Workforce Optimization / Capacity Management principles.

Key Responsibilities:
 

• Strategic development of new B2B partnerships with enterprise clients, primarily in European and US markets.
• End-to-end ownership of the business development cycle: qualification of inbound requests, discovery, solution shaping, and contract negotiations.
• Acting as a trusted advisor to potential clients: deep understanding of business needs, operational challenges, and decision-making processes.
• Preparation and delivery of high-level company and solution presentations tailored to client business objectives.
• Leading and closing long-cycle B2B deals, including multi-service outsourcing contracts.
• Direct participation in client negotiations, executive-level meetings, and, when required, on-site visits and business trips.
• Participation in tenders, RFPs, and strategic sourcing processes.
• Representation of the company at industry conferences, exhibitions, and professional events.
• Development of partner relationships in assigned regions and building long-term cooperation models.
   

Required Skills and Qualifications:
 

• 2+ years of proven experience in B2B business development or enterprise sales within European or US markets.
• Hands-on experience selling complex services or solutions (BPO, CX outsourcing, SaaS, digital or technology-enabled services is a strong advantage).
• Proven track record of closing high-value B2B deals with long sales cycles.
• Strong consultative selling skills, including stakeholder management, needs analysis, and solution positioning.
• High-level negotiation and presentation skills; ability to communicate confidently with senior and C-level stakeholders.
• English language knowledge: fluent or close to native.

Key Responsibilities:
 

1) Internal Communications Management

• Support and develop internal communication channels: email newsletters, internal platforms, corporate Facebook page.
• Manage Instagram and other external SMM channels to strengthen the employer brand.

2) Content & Visuals

• Prepare presentations, newsletters, articles, and video materials.
• Create memos, infographics, and branded templates in Canva/Figma.

3) Corporate Initiatives & Events

• Provide organizational and informational support for corporate initiatives.
• Plan and execute online and offline events: corporate celebrations, meetups, teambuildings.

4) Regular Communications & Analytics

• Launch surveys and pulse checks, analyze engagement, and provide improvement recommendations.
• Prepare regular reports on key metrics and major company initiatives.

5) Cross-Functional Collaboration

• Work closely with HR, Marketing, IT, and other departments and project teams.
   

Expectations:
 

• 2+ years of experience in internal communications, HR marketing, or SMM.
• Strong spoken and written English skills (B2+).
• Clear, empathetic written and verbal communication style.
• Experience with Canva, Figma, PowerPoint, or similar tools is a plus.
• Strong organizational skills and ability to manage multitasking projects.
• Proactiveness, initiative, and an analytical mindset.
• Experience working with international teams is an advantage.
   

We Offer:
 

• Competitive salary based on interview results and a transparent bonus system.
• Hybrid work format (offices in Lviv, Dnipro, Poltava, or remote).
• Corporate well-being program and compensation for useful practices (including corporate English).
• Professional development opportunities and participation in strategic HR projects across 5+ countries (Ukraine, Poland, Romania, Bulgaria, Moldova, etc.).
• A friendly, supportive team and an open environment for implementing your professional ideas and ambitions.

We are looking for a Lead Information Security Specialist to join our team

Job Responsibilities:
 

• Ensuring compliance with the PCI DSS standard;
• Maintaining compliance with ISO 27001;
• Maintaining compliance with ISO 27701 (GDPR);
• Monitoring the operation and measuring the effectiveness of the Information Security Management System (ISMS);
• Providing employees with the required amount of information security training materials and organizing relevant training sessions;
• Conducting personnel background checks;
• Preparing information security status reports;
• Developing internal policies and documentation related to the implementation and operation of the Information Security Management System.
   

Required Knowledge and Skills:
 

• Strong knowledge and understanding of networking principles;
• Understanding of monitoring systems (SIEM);
• Hands-on experience with Active Directory—based domains;
• Knowledge of virtualization systems;
• Server administration knowledge, including Linux (Ubuntu-based) environments;
• In-depth knowledge of PCI DSS, ISO 27001, and GDPR requirements;
• Experience in developing regulatory and methodological documentation (concepts, policies, procedures, regulations, guidelines, instructions, etc.);
• Knowledge of risk assessment methodologies, organizational and technical information security controls, as well as information security technologies and software/hardware protection solutions.

    We are looking for an experienced Head of Analytics / Analytics Manager to lead the development and maintenance of company-wide reporting, manage core data sources, and drive the implementation of modern analytics and AI-enabled solutions. 
    This role combines hands-on expertise in Power BI, SQL, and Python with ownership of analytics processes, data quality, and a small analytics team. You will play a key role in ensuring reliable management reporting, supporting business growth, and evolving our analytics ecosystem.


Key Responsibilities

• Design, build, and maintain Power BI dashboards and reports for company management and business stakeholders ;
• Own and manage global data sources, including:
 - HRM system ;
 - Time tracking system ;
 - Agent schedules and workforce data ;

• Fully build and support reporting and data logic for the company’s main project, ensuring data accuracy and consistency ;

• Implement reporting for new projects, including: 
- Connecting to new data sources o Integrating data via APIs ;
- Creating new dashboards and data models; 

• Develop and improve data models and DAX calculations in Power BI ;

• Write and optimize SQL queries and data transformations; 

• Participate in the development of Microsoft Fabric capabilities within existing processes; 

• Coordinate implementation of ML / forecasting solutions together with external vendors; 

• Lead and manage a small team: Reporting & Data Analyst and Operational Analyst;
• Define priorities, distribute tasks, and review results;

• Ensure documentation, stability, and reliability of reporting solutions;

Required Qualifications
 

• Higher education in IT, Computer Science, Mathematics, Finance, or related field;
• 3+ years of hands-on experience with Power BI;
• Strong and practical knowledge of DAX;
• 3+ years of experience with SQL and building complex queries;
• 1+ year of experience with Python (for data processing / automation / ETL tasks);
• Experience connecting to external systems via APIs;
• Solid understanding of data modeling and BI best practices;
• Experience working with large datasets;
• English level: B1 or higher;

Nice to Have
 

• Experience with Microsoft Fabric (Dataflows Gen2, Lakehouse/Warehouse, Notebooks, Pipelines);
• Exposure to forecasting or machine learning concepts;
• Experience in BPO / Contact Center / Operations analytics;

What We Offer

• Opportunity to build and shape the analytics function
• Direct impact on management decision-making
• Participation in AI-driven analytics transformation
• Professional growth in a fast-scaling company