Job Description

Desired Start Date 08 - 2024Position Summary: We are looking for a skilled Call Center Manager who can lead agents to maximize call center performance and increase customer enrollment in the Amplifon India journey. The call center activities will be mainly aimed at taking qualified appointments for stores through inbound and outbound calls and creating a solid relationship with customers. A person successful in this role will have a Call Center management background, while also being a strong business operator who understands the big picture of the business to drive results. This role will drive executional and operational excellence across the multiple call center teams and have an analytical mindset to improve call center KPIs. This role will collaborate across the organization to get things done, including marketing, IT, BI, and other related functions. This person understands the big picture, focuses on the analytics, and can drive the strategy through execution.Position Summary:
We are looking for a skilled Call Center Manager who can lead agents to maximize call center performance and increase customer enrollment in the Amplifon India journey. The call center activities will be mainly aimed at taking qualified appointments for stores through inbound and outbound calls and creating a solid relationship with customers.A person successful in this role will have a Call Center management background, while also being a strong business operator who understands the big picture of the business to drive results. This role will drive executional and operational excellence across the multiple call center teams and have an analytical mindset to improve call center KPIs. This role will collaborate across the organization to get things done, including marketing, IT, BI, and other related functions. This person understands the big picture, focuses on the analytics, and can drive the strategy through execution.Duties and ResponsibilitiesOperations (50%):

• Define and implement Call Center operating model guidelines (processes and procedures, metrics, goals, independently of in-house or outsourced Call Center)
• Define Call Center strategy (Technical settings, Dialing model, Smart Scripting)
• Manage the daily running of the call center, including effective resource planning, forecasting and kpi-monitoring
• Deliver results against a defined scope of work that includes measurable conversion of campaigns/initiatives, ROI, strategic innovation, performance reporting, and human capital development
• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs, fostering continuous improvement and exceeding performance
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, workflow patterns, delineation of duties and responsibilities, staffing levels and supervision
• Coordinate analytic, strategic and technical internal resources or external partners, to achieve business goals and ensure customer satisfaction (NPS)
• Coach, motivate and retain staff
• Forecast and analyse data against target figures on a weekly and/or monthly basis.
• Find and close new revenue opportunities within the existing or external client base
• Strong operations background, including past experience in running a call center (i.e. staff forecast and budget, supervising and managing a team of agents)
• Strong analytical skills to read and interpret numbers and make decisions (i.e. Develop call center metrics and reporting tools)
• Establish call monitoring system and protocols to ensure quality customer service and productivity
• Anticipate, manage and execute the organizational impacts of process improvements (i.e. identify issues and areas of opportunity, develop training and communication plans)
• Ensure compliance, effectiveness, and efficiency.
• Responsible for oversight, performance, and management of insourced and outsourced contact center programs, including third-party vendors.

Staff Management (20%):

• With support of the outbound supervisor, interview and hire high quality call center representatives
• Set agent standards, measurements and recognition systems that motivate employees, deliver business results, and provide a great customer experience.
• Ensure a high level of employee productivity, and proper staffing levels in relation to call volume
• Establish, implement, and oversee operating expectations for Call Center Reps to ensure high quality customer interactions (i.e. script optimization)

Communications (15%)

• Provide ongoing communications/training to staff regarding products, policies, procedures, service standards, and call management techniques.
• Regularly communicate with upper management the status of the call center operations, challenges/solutions that may be occurring, and progress against strategic initiatives.
• Proactively communicate with key internal/external stakeholders and partners to ensure cross collaboration and smooth change management implementation.

Customer Service (15%)

• Continuously assess quality of Support Services to ensure integrity of Amplifon\'s business goals and the customer experience strategies.
• Develop SLA\'s with internal partners, service providers, and customers.
• Exhibit strong sense of urgency and awareness to ensure customer satisfaction and first contact resolution.

Education, Experience, and Qualifications:

• University degree required (B&A, marketing, communication, management engineering)
• Contact Center certification a plus
• 7+ years experience managing a mid-large scale call center, with both inbound and outbound experience
• 7+ years experience managing call center representatives
• 7+ years experience in a consumer products industry; preferably within healthcare and/or sales
• Strong understanding of call center best practices, operating systems, and processes
• Proficient knowledge of privacy regulations and requirements
• Strong ability to understand and manage a budget, forecasting staffing needs, and performance assessment

Required proficiency with tools:

• Strong experience and skillset with MS Word, Excel, Power Point, Visio, Project, and Netscape Browser
• Experience with Call Center systems
• Travel 10-20%.

This description is intended to be only a general outline of job activities. An employee is expected to perform these and any other activities which may be assigned or which may occur during work. This description is not a contract or guarantee of employment.

Amplifon