Senior Outbound Call Center Manager

1 giorno 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 Call Center partners by country to ensure that our operational model is both effective and efficient, working in tandem with other corporate departments to execute CRM strategies via our Call Centers, and serving as the key point of contact for our country's Call Managers.

Key Responsibilities:

  • Oversee Call Center partners by country to ensure effective and efficient operational model
  • Work with corporate departments to execute CRM strategies via Call Centers
  • Serve as key point of contact for country's Call Managers

Requirements:

  • Proven working experience in Call Center/Customer Service area (> 10 years)
  • Significant and relevant work experience in complex Organization and structured Customer Service environment
  • Specific knowledge of Outbound dynamics and metrics
  • Deep knowledge of Customer Service software, databases, and tools
  • Leadership in execution, challenging the status quo, promoting and managing change
  • Analytical skills, mindset to make data-driven decisions
  • Strong result orientation, capability in leading CC performance assessment projects
  • Ability to be multitasking and remain calm under pressure
  • 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
  • Fluent English, any additional language is a nice to have

Education:

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

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