col-wideJob Description:
Customer Operations Manager (Call Center) - GAES
Barcelona, Spain
Amplifon is the global leader in the retail hearing care industry. Over 20,000 professionals in 26 countries, coming from more than 100 different nationalities, work every day in a global network of 9,500 points of sales to empower thousands of people to rediscover all the emotions of sound.
In Amplifon we believe people are the most important component of our success. Only through investment in talent engagement, professional development, and recognition, our people can express their potential and build a fulfilling career.
Amplifon Iberica S.A.U acquired GAES in 2019 with over 700 shops spread throughout the country. The main office is in Barcelona and operates with 2000+ dedicated professionals that empower people to discover all the emotions of sound.
We are looking for a skilled Customer Operations Manager (Call Center), who can lead our Customer Operations to maximize performance and increase customers enrollment in the Amplifon journey.
Within our Customer Operations / Call Center department, the call center activities play a key role. Our call center activities are basically outsourced and are mainly aimed at taking qualified appointments for our clinics, through inbound and outbound interactions, creating a solid and empathic relationship with existing customers, prospects and new Leads (coming from inbound, external cold lists or from Digital call me back forms).
Also, we will be including within the scope of this role another core component related to the management of customer inquiries and potential complaints, building an efficient and effective first point of contact for the customers and connecting with all the relevant internal departments to ensure we provide the best support to solve our customers needs.
Duties and Responsibilities :
Define, implement and continuously improve a streamlined process for customer inquiries management, building an efficient and effective first point of contact for the customers and connecting with all the relevant internal departments to ensure we provide the best support to solve our customers needs
Establish call monitoring systems and protocols to ensure high level interaction quality and customer service excellence.
Anticipate, manage and execute the organizational impacts of process improvements (i.e. identify issues and areas of opportunity, develop training and communication plans)
Have a continuous awareness of outsourcers profitability, optimizing Amplifon cost per appointment (CPA) and ROI, creating a win-win relationship and a fair sustainability of the business model
Continuously assess quality of Support Services to ensure integrity of Amplifons business goals and the customer experience strategies.
Develop SLAs with internal partners, service providers, and customers.
Exhibits strong sense of urgency and awareness to ensure customer satisfaction.
Proactively communicate with key internal / external stakeholders and partners to ensure cross collaboration and smooth change management implementation.
Responsible of the ongoing communications / training to outsourcers regarding products, policies, procedures, service standards, and call management techniques, including Call Center scripting and best objection handling.
Education, Experience, and Qualifications :
Contact Center certification a plus
7+ years experience managing a mid-large scale call center, with both inbound and outbound experience
Experience managing call center representatives
Strong understanding of call center best practices, operating systems, and processes
Knowledge of GDPR rules and guidelines
People management and development experience
Strong written and verbal communication skills, both written and oral, in Spanish and English
Strong experience and skillset with Excel, Power Point and Business Intelligence tools
Deep knowledge of Call Center CTIs like Five9, Nice InContact, Genesys, Avaya, Amazon Connect, Vocalcom, etc.
Soft skills :
Customer understanding and customer orientation
Performance and goal-orientation, strong accountability on results
Ability to adapt to a dynamic and fast-paced retail environment
Amplifon (GAES) is working on boosting a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace.
Aligned to this goal, we offer a hybryd working policy, allowing employees to work 2 days / week remotely.
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