Customer Service Team Lead

4 semanas atrás


Lisboa, Lisboa, Portugal Amplifon Tempo inteiro

About the Role

Amplifon is seeking a Customer Service Team Lead to join our international Marketing team. This role will play a critical part in supporting the business to improve lead conversion in appointments from multiple sources and identify new opportunities to accelerate business within its competencies.

Key Responsibilities

  • Define and implement the strategy for managing local call centers (outsourced).
  • Monitor interactions to ensure that customer expectations are met.
  • Implement operational dashboards to optimize internal KPIs.
  • Collaborate with the management of the call center provider to deliver goals agreed.
  • Ensure the roll-out and maximization of customer contact strategies.

Requirements

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

About Us

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization, and consumer care. Over 20,000 professionals work every day in a network of 9,500 points of sale, giving back the joy of hearing, feeling, and living to thousands of people across the world.

Our Culture

We believe that people are the most important component of our success. We invest in talent engagement, continuous professional development, support, and recognition to help our employees exceed every limit and build a fulfilling career.


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