Job Description

Life at Amplifon

Working at Amplifon gives you the chance to ma ke your voice heard, build strong working relationships, and create your own tailor-made career.

Here, you’ll find all the support, tools, and opportunities you need to grow, whether it’s through our top-class development programs or by taking on projects in other parts of the world. And your colleagues will be there to motivate and inspire you every step of the way.

We are looking for a skilled Call Center Manager, who can lead Call Center Operations to maximize performance and increase customers enrollment in the Amplifon journey.

The Call Center activities are mostly outsourced and are mainly aimed at taking qualified appointments for clinics, through inbound and outbound interactions, creating a solid and empathic relationship with existing customers, prospects and new Leads.

A person successful in this role must have a Call Center management background, while also being a strong business facilitator, understanding the big picture of the Amplifon, Bay and Attune business models to drive results.

This role will drive executional and operational excellence across the management of multiple external call centers, having an analytical mindset to monitor, analyze and improve Call Center KPIs in order to achieve monthly business targets. A strong sales approach, without compromising customer devotion is key to be successful in the role. A previous experience in managing call center with sales focus and with strong reliance on outbound calls is key.

This role will collaborate across the organization to get things done, including Marketing, IT, BI, Sales and Retail Excellence teams, having a clear big picture, focusing on the analytics and driving the strategy through an excellent execution.

Responsibilities

Operations:

• Strong operations background, including past experience in running multiple medium size call centers, even internal or external (i.e. planning and forecasting skills, cost budgeting governance)

• Strong analytical skills to read and interpret data and make decisions accordingly (i.e. proficiency in call center metrics and reporting tools, ability to quick reprioritize campaigns/programs in order to match business targets and unplanned activities, being able in case to define and negotiate corrective actions)

• Deep knowledge of CTI settings, in particular for Outbound campaigns (i.e. dialing rules setting, contact strategy etc…) and “hands on” experience to maximize efficiency and effectiveness in a multiskilled environment.

• Establish call monitoring systems and protocols to ensure high level quality of the interactions and customer service excellence.

• Anticipate, manage and execute the organizational impacts of process improvements (i.e. identify issues and areas of opportunity, develop training and communication plans)

• Being in charge of performance of outsourced contact center programs, through an efficient contract management, challenging vendors in the continuous performance improvement, giving fair and challenging targets to be achieved, applying bonus/penalties accordingly and establishing a continuous monthly competition model

• Have a continuous awareness of outsourcers profitability, optimizing Amplifon cost per appointment (CPA) and ROI, creating a win-win relationship and a fair sustainability of the business model

Communication:

• Responsible of the ongoing communications/training to outsourcers regarding products, policies, procedures, service standards, and call management techniques, including Call Center scripting and best objection handling.

• Regularly communicate with Amplifon top management updating on the status of the call center operations, highlighting challenges/issues/solutions that may be occur and progress on strategic initiatives.

• Proactively communicate with key internal/external stakeholders and partners to ensure cross collaboration and smooth change management implementation.

Customer Service:

• Continuously assess quality of Support Services to ensure integrity of Amplifon, Bay and Attune business goals and the customer experience strategies.

• Develop SLA’s with internal partners, service providers, and customers.

• Exhibits strong sense of urgency and awareness to ensure customer satisfaction.

About you

• Associate or Bachelor’s degree strongly preferred

• Contact Center certification a plus

• 7+ years experience managing a mid-large scale call center, with both inbound and (more important) outbound experience

• 5+ years experience managing call center representatives

• 5+ years experience in a consumer products industry; preferably within healthcare and/or sales

• Strong understanding of call center best practices, operating systems, and processes

• Strong ability to understand and manage a budget, forecasting staffing needs, and performance assessment

• Sales experience would be considered as a plus

• Deep knowledge of Call Center CTIs

Putting People First

One of the ways weamplify careersis by helping our people achieve their full potential. We do so by providing constant constructive feedback and training opportunities that empower our people to excel.In addition, if you’re ready to put in the hard work, we’ll make sure your dedication and achievements are recognized.Ready to take the next step in your career?Amplify your purposewith Amplifon!As an employer that embraces Equal Opportunity and promotes inclusion and diversity, we encourage people of all ages and backgrounds to apply.