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Global Call Center Manager

2 mesi fa

Milano, Lombardia, Italia Amplifon A tempo pieno

**Job Summary**

Amplifon is seeking an experienced Senior Call Center Manager to spearhead the execution of all projects laid out for the Call Center in a comprehensive manner. The ideal candidate will have a strong background in the Outbound sector and a proven track record of delivering results in a complex organization.

**Key Responsibilities**

  • Oversee Call Center partners by country to ensure the operational model is effective and efficient.
  • Collaborate with corporate departments, including CRM and Digital teams, to execute CRM strategies via Call Centers and enhance campaign productivity on alternative channels.
  • Serve as the key point of contact for country Call Managers, overseeing 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, 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, 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's latest technology trends and applications.
  • Leadership in execution, challenging the status quo, promoting, and managing change.
  • Analytical skills, mindset to make data-driven decisions, with a strong ability to understand 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.