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.

Strategic context and Value proposition

Verisure is the leading provider of monitored security solutions in Europe. In 2019, we formed a strategic partnership with Arlo, a world leader in connected cameras. Verisure acquired all rights to Arlo’s European business, in particular, the exclusive distribution rights for Arlo branded camera products for all sales channels in Europe, including e-commerce and retail. Additionally, Verisure is entering into a supply agreement with Arlo whereby we get access to the full portfolio and past and future innovation stream of Arlo camera products to sell through the Verisure direct or partner channels across all our countries.

Today, Verisure does not focus on e-commerce and retail channels. Instead, we drive our core go to market channels: direct field sales, Alliances and telesales. The acquisition of Arlo Europe now gives us a leadership strong position in these two emerging and important future emerging channels for our business. This transaction has strategic importance. Camera led subscription services building on surveillance versus professionally monitored security are now creating attractive incremental growth opportunities.

Arlo Europe is a newly acquired division that is the leader on the Smart Home Market in Europe. We provide peace of mind to our customers for them to have total control over the protection of the things and ones they love. Pioneering, professional grade technology and industry leading AI allows them to stay connected to their property from wherever they are, so they can rest easy knowing everything is safe and secure. Whether it’s keeping an eye on packages, checking the wellbeing of family or deterring and preventing unwelcome visitors, Arlo prides itself on giving customers the most accurate view on what’s going on when they are away.

Arlo Europe is present in 49 Countries and its expansion is continuing rapidly. The Call Centre Manager will support our growth in line with a strong and visionary Management that is creating a robust business plan for value creation.

Responsibilities

As Contact Centre Manager, you will support the delivery of day-to-day operations within a busy call centre. You must be able to lead coaching and develop Team Leaders to successfully deliver the overall operational strategy. This is a unique opportunity for a passionate leader to empower and develop individuals to fulfil and exceed their potential and add immediate value to our Operations department.

Your main responsibilities will entail:

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

Candidate profile

Experiences and Qualifications

You will play a critical role for the achievement of Arlo Business growth and organizational transformation.

• 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).

Competencies

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.