Senior Outbound Call Center Manager

2 giorni fa

Milano, Lombardia, Italia Amplifon A tempo pieno

Senior Outbound Call Center Manager

Amplifon is seeking an experienced Senior Outbound Call Center Manager to spearhead the execution of all projects laid out for the Call Center in a comprehensive manner.

The role involves overseeing the Call Center partners by country to ensure that our operational model is both effective and efficient.

Key Responsibilities:

  • Working in tandem with other corporate departments to execute CRM strategies via our Call Centers.
  • 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.

Requirements:

  • Proven working experience in the Call Center/Customer Service area (> 10 years), 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.
  • 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, collaborating (and in case influencing) with all company structures within the organization.
  • Fluent English, any additional language is a nice to have.

Education:

  • Associate or Bachelors degree strongly preferred.
  • Contact Center certification a plus.

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