Call Center Specialist
Our goal at Amplifon is to empower people through hearing care solutions and services, enabling them to live their lives to the fullest.
About Us
As a global leader in hearing care, we have over 20,000 professionals working across our network of 9,500 points of sale. Our Hearing Care Professionals and front and back office Teams work together to put the joy of hearing, feeling, and living back into the lives of thousands of people around the world.
What We're Looking For
We're seeking a talented and dedicated individual to join our international Marketing team as a Call Center Supervisor for our Portuguese Marketing Team. This critical role will play a key part in managing Amplifon's growth and helping shape the future of an exciting industry at the intersection of Retail and Med Tech.
Mission
The primary objective of this position is to support the business in improving lead conversion in appointments from multiple sources and identifying new opportunities to accelerate business within its competencies.
Your Key Responsibilities
* Develop and implement strategies for call center management, ensuring alignment with business goals.
* Manage local call centers (outsourced) to optimize performance and ensure customer satisfaction.
* Monitor interactions to guarantee that customer expectations are met and exceeded.
* Implement operational dashboards to optimize internal KPIs and drive business growth.
* Collaborate with the call center provider to design and implement workforce planning and incentive schemes.
* Ensure roll-out and maximization of customer contact strategy across all channels.
* Configure dialing rules, scripting, campaigns, priority, and scripting to maximize efficiency.
* Design actions to increase efficiency and productivity, reducing idle time for Inbound and Outbound calls.
* Work with the call center provider to define best dialer set up, including Predictive, Power, Manual, or Blending options.
* Live management of campaigns, prioritizing and filtering as needed.
Main KPIs
* Penetration Rate & Contact Rate: Calls/hour; %delivered on attempted; % useful contacts on delivered; % appointments on useful contacts
* Appointment Rate & Conversion Rate: Appointments/hour; % Sales conversion on total booked appointments
Your Profile
* Business Acumen
* Customer Understanding
* Customer Experience management
* Marketing Performance
* Pricing & Promotion (nice to have)
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.