Global Call Center Manager Milano

Global Call Center Manager
Milano
Lombardia, Milano

Overseeing our Call Center partners by country to ensure that our operational model is both effective and efficient

- Working in tandem with other corporate departments, especially with the CRM team to execute CRM strategies via our Call Centers, and with the Digital Team to enhance campaign productivity on alternative channels

- Serving as the key point of contact for our country's Call Managers, overseeing ongoing performance against shared Outbound and Inbound KPIs, initiating new projects, and facilitating the exchange of best practices.

**Skills and Key Selection Criteria**:

- Proven working experience in the Call Canter/Customer Service area (> 10 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 strong 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)

- Fluent English - any additional language is a nice to have

**Education**:

- Associate or Bachelor's degree strongly preferred

- Contact Center certification a plus