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Global Call Center Director

2 mesi fa

Milano, Lombardia, Italia Amplifon A tempo pieno

Global Call Center Manager

Amplifon is seeking an experienced Senior Call Center Manager to lead our Outbound Call Center operations. As a key member of our Corporate CRM framework, you will be responsible for spearheading the execution of all projects and initiatives, ensuring effective and efficient delivery and implementation.

Key Responsibilities:

  • Oversee Call Center partners by country to ensure operational model effectiveness and efficiency
  • Collaborate with corporate departments, including CRM and Digital teams, to execute CRM strategies and enhance campaign productivity
  • Serve as key point of contact for country Call Managers, overseeing performance against shared KPIs, initiating new projects, and facilitating best practice exchange

Requirements:

  • Proven experience in Call Center/Customer Service (10+ years) with strong knowledge of Outbound and Lead Generation contexts
  • Significant experience in complex Organization and structured Customer Service environment
  • Specific knowledge of Outbound dynamics and metrics, including call strategy, dialer rules optimization, and CTI integration
  • Deep knowledge of advanced Customer Service software, databases, and tools, with awareness of industry trends and applications
  • Leadership in execution, challenging the status quo, promoting and managing change
  • Analytical skills, data-driven decision-making, and ability to manage CC metrics
  • Strong result orientation, capability in leading CC performance assessment projects and gap analysis
  • Ability to multitask, remain calm under pressure, and think strategically
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
  • Hands-on approach and mentality, with autonomy to manage end-to-end projects
  • Fluent English, with additional languages a plus

Education:

  • Associate or Bachelor's degree strongly preferred
  • Contact Center certification a plus