Customer Experience Manager
2 semanas atrás
About Us
Amplifon is a global leader in hearing care solutions and services, with a network of points of sale across the world. We are committed to providing exceptional customer experiences through our Hearing Care Professionals and front and back office teams.
Role Overview
As a Call Center Supervisor for our Portuguese Marketing Team, you will play a critical role in managing Amplifon's growth by improving lead conversion and identifying new opportunities.
Your Responsibilities
- Develop and implement strategies to improve call center performance and increase customer satisfaction.
- Manage local call centers and monitor interactions to ensure customer expectations are met.
- Implement operational dashboards to optimize internal KPIs and collaborate with the call center provider to design workforce needs and incentive schemes.
- Configure dialing rules, scripting, campaigns, and priority settings to maximize customer contact strategy.
- Design actions to increase efficiency and productivity, and define priorities to reduce idle time for Inbound and Outbound calls.
- Work with the call center provider to define best dialer setup and technical configuration, including answering machine detection and nuisance rate management.
- Live manage campaigns, prioritizing and filtering tasks to achieve business objectives.
Main Performance Metrics
- 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 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.
We offer a competitive salary of approximately $60,000 - $80,000 per annum, depending on experience.
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