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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 spearhead the execution of all projects for the Call Center in a comprehensive manner.

The ideal candidate will have a strong background in Outbound CRM activities, with a focus on securing appointments for our clinics. Key responsibilities include:

  • Overseeing Call Center partners by country to ensure effective and efficient operations
  • Collaborating with corporate departments to execute CRM strategies via the Call Center
  • Serving as the key point of contact for country Call Managers, overseeing performance against shared KPIs

Requirements:

  • Proven experience in Call Center/Customer Service (> 10 years), with a strong knowledge of Outbound and Lead Generation contexts
  • Significant work experience in complex Organization and structured Customer Service environment
  • Deep knowledge of Outbound dynamics and metrics, as well as advanced technology in Customer Service software and tools
  • Leadership in execution, analytical skills, and result orientation
  • Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills

Education:

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