Global Call Center Manager Milano

Global Call Center Manager
Milano
Lombardia, Milano

Who we are

**Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization and consumer care.

More than 17, 500 professionals every day in a network of 11, 500 points of sale / service centers / affiliates, give back the joy of hearing, feeling and living to thousands of people across the world.

**In Amplifon we believe people are the most important component of our success.

Thanks to our best-in-class Hearing Care Professionals and front and back office Teams, we are able to put the everyday taps, pops and splashes back into the lives of our customers.

We believe that it's only through strong investment in talent engagement, continuous professional development, support and recognition that our people can exceed every limit and build a fulfilling career.

**What we are looking for

**Key accountabilities

- **manage our Call Center partners, according with the country, with the goal of making our operating model effective and efficient**:

- **collaborate with other corporate structures, in particular with the CRM team for the implementation of CRM strategies through our Call Centers and with Digital Team to maximize the productivity of campaigns on alternative channels**:

- **be the reference for our country's Call Managers for the continuous performance monitoring on the shared Outbound and Inbound kpis', as well as for the launch of new projects and for the sharing of the best practices

**What you'll need**:

- **Proven working experience in the Call Canter/Customer Service area (> 8 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)**:

- **Leadership in execution, challenging the status quo, promoting and managing the change**:

- **Analytical skills, mindset to make data driven decisions with a s **trong ability to understand and manage CC metrics (i. e.

including forecasting staffing needs or vendors profitability evaluation)**:

- **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 (get the things done), collaborating (and in case influencing) with all company structures within the organization (Marketing, IT, Legal, Finance, HR, Procurement, Operations)

**Employer Description

**We are Amplifon, the global leader in the hearing care retail industry, and we make more possible every day.

We change more lives.

We work on more innovative projects and make sure everyone gets the best care possible.

Our passionate team use their talent and experience to help our customers rediscover all the emotions of sound.

**Recruiting Organization Description