EDCC Project Manager

The Europe Direct Contact Centre (EDCC) answers around 120,000 enquiries per year in all 24 official European languages on EU related matters. To help answer enquiries in a professional, accurate and timely manner, we are looking for a Project Manager to be based either in Brussels or Lisbon.



The EDCC Project Manager will work with the EDCC Deputy Project Manager to complete the following functions:

  • Managing a multi-lingual, multi-location team of communication officers and supervisors 
  • Ensuring day-to-day respect of SLAs and performance indicators  
  • Taking remedial measures where necessary to ensure respect of SLAs and performance indicators 
  • Regular reporting to the European Commission, including on key SLAs and performance indicators 
  • Back-up point of contact for the European Commission 
  • Liaison with key stakeholders within the European Commission
  • Planning and daily assistance on the work floor
  • Individual feedback, coaching, motivation and support
  • Coordination with the trainer and knowledge officer on trainings and training needs
  • Drafting and answering enquiries where needed and in moments of high demand
  • Staff management: Recruitment, HR management
  • Quality control 


  • Previous management experience in a similar setting (=international call centre / EU policy type environment) of minimum five years
  • Master’s degree in EU studies or similar 
  • Strong language skills: C2 level of English + at least one additional official EU language (C2 level) is essential. An extra choice of languages would be preferred.
  • A demonstrated grasp of EU policies, institutions and activities 
  • Critical thinker, proactive, innovative, hands-on and solution focused approach
  • Demonstrated interpersonal skills in a multicultural environment
  • Professional organisation and planning skills, including time management, priority setting and multitasking
  • Leads by example


Please send an up-to-date CV and motivation letter using the online form. Candidates matching all of the characteristics listed above will be called for a first interview.