Arlo Europe Call Centre Manager (M/F)

Arlo Europe, part of Verisure, is seeking a talented, innovative, passionate Contact Centre Manager. As a key member of the Customer Service department, you will be responsible for ensuring the best-in-class experience to our customers by meeting customer service targets as well as planning areas of improvement or development.

You will report to the Head of Customer Service. You will be based in Pozuelo de Alarcon (Madrid), Spain.

The role will be expected to impact quickly and develop as the business grows. It is an exciting opportunity for a customer driven professional to deliver value through managing efficiently our outsourced Call Centre team.

The company’s success depends on its people and it invests in them every day. Working with Verisure is being part of an industry leading world-class company that has a strong entrepreneurial spirit.

Responsibilities

1. Support the delivery of day-to-day operations within a busy call centre.
2. Lead coaching and develop Team Leaders to successfully deliver the overall operational strategy.
3. Develop and implement strategies to drive balanced KPI’s, SLA’s vs cost, high productivity, and call centre agent occupancy.
4. Design and implement efficient call center processes to streamline operations and enhance productivity.
5. Utilize data and insights to identify trends, assess performance gaps, and make data-driven decisions to improve SLA’s, KPI’s and Secure attach rates.
6. Implement reporting mechanisms to track progress, measure outcomes, and adjust strategies as needed to achieve the big rocks set for the agent assisted support.
7. Monitor and analyze performance metrics related to revenue generation, and call center efficiency.
8. Collaborate with the portfolio team members to identify opportunities for improved commercial conversion rate.
9. Collaborate with the Knowledge manager to improve self-help journeys based on the agent assisted support data to drive call centre volume deflection.
10. Ensure adherence to established processes and standards to maintain consistency and quality in customer interactions.
11. Identify areas for process improvement and implement solutions to optimize workflow and service delivery.
12. Communicate effectively with stakeholders to ensure a shared understanding of goals, expectations, and progress towards revenue targets.
13. Foster open communication channels to solicit feedback, share best practices, and drive continuous improvement across the organization.
14. Provide guidance on structuring commercial discussions and addressing client needs effectively to drive revenue.
15. Monitor key performance indicators (KPIs) related to revenue generation and implement initiatives to meet or exceed revenue targets.

Candidate profile

Experiences and Qualifications

• 2 years of proven experience as Call Centre Manager (sized with +50 agents) or similar customer service roles

Knowledge of performance evaluation and customer service metrics (SLA’s, and KPI’s)

Solid understanding of reporting and budgeting procedures

Skilled in basic financial analysis (cost-effectiveness, cost-benefit etc.)

Influencing skills and an ability to work with a wide range of stakeholders across the business

Commercially aware, with a solid background in Operational Management, driving performance, motivating others and leading an Operation to success

Proficient in MS Office and working knowledge of contact centre operational tools, such as telephony reporting tools, email management / reporting tools desirable

Experience using Tableau or Power BI is preferred

Fluent English speaker with other EU language will be a plus (French, Italian, Swedish, Spanish, German)

Excellent time management skills with the ability to work effectively under tight deadlines

Ability to operate in a fast paced, highly matrixed, rapidly changing environment

Outstanding communication and interpersonal skills

Excellent organizational and leadership skills with a problem-solving ability

Can do attitude- Flexible and enthusiastic

Strong analytical capability

Strong fit with our Company DNA

Passionate in Everything We Do: Our people have a sense of energy that is unmistakable, one that drives us to delight our customers and focus on creating impact quickly.

Committed to Making a Difference: When we say we will do something; we deliver with excellence. We are accountable, focused and operate with discipline.

Always Innovating: We believe that Innovation can be big or small; it’s a continuous state of mind that inspires us to think differently and always make things better. We are risk takers and we learn continuously.

Winning as a Team: Our people know that by leveraging one another’s strengths, investing in and developing our team’s capability and by collaborating well, we will win.

With Trust & Responsibility: Operating with integrity is core to our success. We are humble, honest and value deep mastery and expertise. We do the right thing, always.