Global Call Center Manager

Amplifon; Milano; In loco; EUR 35.000 - 50.000; Tempo pieno

Descrizione del lavoro

Amplifon cerca un professionista per gestire le operazioni del Call Center, focalizzandosi su attività Outbound CRM e sviluppo strategico. Il ruolo richiede una comprovata esperienza nella gestione del Call Center e competenze analitiche per migliorare le performance. Con responsabilità dirette nella supervisione e ottimizzazione delle attività, questa posizione offre la possibilità di influenzare direttamente il successo dei team e delle strategie aziendali.

Competenze

• Esperienza nel settore Call Center/Customer Service.
• Leadership e capacità di gestione progetti end-to-end.
• Competenze in analisi dei processi di Call Center.

Mansioni

• Supervisionare i fornitori di Call Center per garantire l'efficacia operativa.
• Collaborare con i team CRM e Data Analytics per strategie efficaci.
• Essere il punto di contatto principale per i Manager di Call Center.

Conoscenze

Gestione Call Center

Analisi dei dati

Capacità di multitasking

Comunicazione

Leadership

Formazione

Laurea o Diploma

Descrizione del lavoro

Within the scope of a multichannel Call Center Operation competition, emphasizing Outbound CRM activities tailored to securing appointments for our clinics, the primary responsibilities of the candidate include:

• Overseeing our Call Center providers by country to ensure that our operating model is correctly executed and it’s both effective and efficient
• Working in tandem with other corporate departments, especially with the CRM and Data Analytics teams, to execute CRM strategies via our Call Centers, and with the Digital Team to enhance campaigns productivity on alternative channels
• Serving as the key point of contact for our country's Call Managers, overseeing ongoing performance against shared Outbound and Inbound KPIs, initiating new projects, and facilitating the exchange of best practices.

Skills & Key Selection Criteria:

• Proven working experience in the Call Canter/Customer Service area with a strong knowledge of Outbound and Lead Generation contexts
• Significant and relevant work experience in complex Organization and structured Customer Service environment.
• Specific knowledge of Outbound dynamics and metrics (call strategy, dialer rules optimization, smart scripting, CTI integration)
• Deep knowledge of the most advanced technology in Customer Service software, databases and tools, awareness of industry's latest technology trends and applications
• Leadership in execution, challenging the status quo, promoting and managing the change
• Analytical skills, mindset to make data driven decisions with a strong ability to understand and manage CC metrics (i.e. including forecasting staffing needs or vendors profitability evaluation)
• Experience in Call Center process analysis with the capacity of detecting opportunities in terms of process improvement, simplification, optimization
• Strong result orientation, capability in leading CC performance assessment projects and gap analysis
• Ability to be multitasking and remain calm under pressure, especially during peak hours or intense situations
• Proactivity and strategic thinking with an innovative approach
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
• Hands-on approach and mentality
• Autonomy and ability to manage end-to-end projects (get the things done), collaborating (and in case influencing) with all company structures within the organization (Marketing, IT, Legal, Finance, HR, Procurement, Operations)

Education:

• Associate or Bachelor’s degree (mandatory requirement)
• Fluent in written and spoken English
• Proficiency in additional languages is a plus

About the company

Hearing services since 1950. Check this page and choose your country to discover what Amplifon can do for your hearing health.

Notice

Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at [e-mail] or 407-000-0000.

Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.

An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report . NYC applicants may request an alternative process or accommodation at [e-mail] or 407-000-0000.