Global Call Center Director

2 mesi fa

Milano, Lombardia, Italia Amplifon A tempo pieno
Senior Call Center Manager - Outbound Sector

We are seeking an experienced Senior Call Center Manager to lead our Outbound sector and join our Corporate CRM framework. As a key member of our team, you will report directly to the Global Call Center Director.

Key Responsibilities:
  • Oversee the execution of all projects for the Call Center, ensuring effective and efficient operations.
  • Collaborate with the CRM team to execute CRM strategies through our Call Centers and with the Digital Team to enhance campaign productivity on alternative channels.
  • Act as the primary point of contact for our country's Call Managers, overseeing performance against shared Outbound and Inbound KPIs, initiating new projects, and facilitating the exchange of best practices.
Requirements:
  • Proven experience in the Call Center/Customer Service area, with a strong knowledge of Outbound and Lead Generation contexts.
  • Significant and relevant work experience in complex Organizations and structured Customer Service environments.
  • Specific knowledge of Outbound dynamics and metrics, including call strategy, dialer rules optimization, smart scripting, and CTI integration.
  • Deep knowledge of advanced technology in 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, with the ability to make data-driven decisions and manage CC metrics, including forecasting staffing needs or vendors' profitability evaluation.
  • Strong result orientation, capability in leading CC performance assessment projects, and gap analysis.
  • Ability to multitask 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 with all company structures within the organization.
  • 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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