Call Center Specialist

at  Amplifon

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 20,000 professionals every day in a network of 9,500 points of sale, give back the joy of hearing, feeling and living to thousands of people across the world.At 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.Who we are looking forJoin Amplifon’s international Marketing team and help shape the future of an exciting industry at the intersection of Retail and Med Tech.We are looking for a talented and committed Call Center Supervisor, for our Portuguese Marketing Team to play a critical role in managing Amplifon’s growth.MissionSupporting the business in improving lead conversion in appointments from multiple sources and identify new opportunities to accelerate business within its competencies.Your tasks

• Helps to define the strategy and works on its implementation and adaptation to the call-centers
• Manages local call centers (outsourced)
• Monitors the interactions to ensure that the expectations of the customers are met
• Implements operational dashboard to optimize internal KPIs
• Collaborates in the design of what the workforce needs can be, working together with the management of the call center provider, to deliver the goals agreed.
• Collaborates in the design of the incentive scheme.
• Ensures roll-out and maximization of customer contact strategy.
• Configures dialing rules, scripting, campaigns, priority and scripting.
• Designs actions to increase efficiency and productivity (reduce idle time for Inbound and Outbound) and defines priorities.
• Work with the call center provider to defines best dialer set up: Predictive, Power, Manual or Blending.
• Work with the call center to define dialers technical set up: answering machines detection, nuisance rate, etc…
• Live management of campaigns (priority and filter management, etc).

EDUCATION & EXPERIENCE

• Minimum 4 years of relevant experience in similar position.
• Extensive analytical skills, business acumen, good understanding of metrics/models/systems.
• Strong project management skills.
• Strong English skills is a mandatory competence.
• Solid digital experience is a valuable asset.

• Helps to define the strategy and works on its implementation and adaptation to the call-centers
• Manages local call centers (outsourced)
• Monitors the interactions to ensure that the expectations of the customers are met
• Implements operational dashboard to optimize internal KPIs
• Collaborates in the design of what the workforce needs can be, working together with the management of the call center provider, to deliver the goals agreed.
• Collaborates in the design of the incentive scheme.
• Ensures roll-out and maximization of customer contact strategy.
• Configures dialing rules, scripting, campaigns, priority and scripting.
• Designs actions to increase efficiency and productivity (reduce idle time for Inbound and Outbound) and defines priorities.
• Work with the call center provider to defines best dialer set up: Predictive, Power, Manual or Blending.
• Work with the call center to define dialers technical set up: answering machines detection, nuisance rate, etc…
• Live management of campaigns (priority and filter management, etc)