Job Description
Amplifon Canada, a global leader in hearing health care, has a strong demand for an authentic, creative, diverse and versatile candidate for our Call Centre Senior Manager role. We are looking for someone who is forward-thinking to help us strive towards everyday excellence while focusing on customer devotion and personal impact to ensure we are acting responsibly in everything we do.
The Call Centre Senior Manager will lead agents to maximize call centre performance and increase customer enrollment in the Amplifon journey. The call centre takes qualified appointments for stores through inbound and outbound calls, and aims to create a solid relationship with customers. This role will drive execution and operational excellence and have an analytical mindset to improve call centre KPI’s and collaborate cross functionally. Amplifon Canada’s call centre is a 100% remote operations with call centre agents spread across the country.

PREFERRED EXPERIENCE AND SKILLS:

• A self-starter able to facilitate strategic discussion to move the business forward
• Strong analytical and technical skills
• Proven ability to forecast performance volumes and drive for results
• An advanced understanding and competency in call centre Workforce Management practices
• Keen ability to deliver persuasive, confident and articulate communication across all levels
• Strong understanding of call center best practices, operating systems, and processes

ABOUT US:

Amplifon is the global leader in the Hearing Care Retail market. We have 70+ years of history behind us and we continue to invest and innovate to make more possible every day. With a global presence spanning 26 countries, our team of over 19,400 passionate professionals are on a mission to help people rediscover the emotions of sound. Amplifon Americas, defined as Canada, Latin America, and the United States is the largest market in the organization with significant growth potential over the next several years.
At Amplifon, we don’t just provide hearing care solutions-we advocate for the individuals behind our success. Joining our team means more than just a job; it’s an invitation to be heard, to create meaningful connections, and to form your own path to success. With an encouraging environment brimming with opportunities for development, you’ll find yourself surrounded by colleagues who are not just coworkers, but supporters for your journey.
In recognition of our commitment to empowering people, we are thrilled to announce that Amplifon has been honored as a “Top Employer 2024” across Europe, the United States, Canada, and New Zealand by the Top Employers Institute. Join us in our quest to empower lives and be part of a team that’s shaping the future of hearing care with passion and innovation.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If selected for an interview, please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

AmplifonAmericas

urgentlyhirin

KEY RESPONSIBILITIES:

• Develop short- and long-term call centre strategic plan and organization structure including headcount proposal, hours projection, KPIs, technology enhancements, skill-based planning etc.
• Design and implement a workforce management plan to ensure appropriate staffing levels
• Define and implement operational models of call engagement aimed at creating a solid relationship with customers and maximizing contacts and conversions.
• Maintain internal and external quality assurance programs
• Design and implement new campaigns and optimize current campaigns together with the Digital and CRM Manager
• Accountable for entire team member lifecycle including hiring, individual goal setting, reviews, coaching and disciplinary actions
• Develop new and on-going role-specific training and partner cross functionally to drive call centre performance
• Forecast and analyze data against budgets on a weekly and monthly basis
• Lead efforts to consistently achieve key performance indicators, proactively identifying risks and adapting plans
• Conduct needs assessment on existing reporting to identify gaps, integrate with global practices and lead automation efforts
• Assist Head of Marketing in annual performance planning and serve as central point of contact for the retail team regarding all centre related topics
• The ideal candidate for this role is located in British Columbia, Canada, as our call centre operates remotely in Pacific Standard Time Zone.

QUALIFICATIONS IN THIS ROLE INCLUDE, BUT ARE NOT LIMITED TO:

• Associate or Bachelor’s degree strongly preferred
• 7+ years’ experience managing a mid-large scale call centre, with both inbound and outbound experience
• 5+ years’ experience managing call centre representatives
• Call centre experience in a consumer service industry
• Experience in building teams including recruiting, talent development, discipline management
• Strong experience and skillset with MS Word, Excel, Power Point, PowerBI
• Experience with Call Centre systems such as: Five9, InContact, etc.