Customer Operations Manager - Paris, France - Amplifon Group

Amplifon Group

Entreprise vérifiée

Paris, France

il y a 2 semaines

Posté par:

Sophie Dupont

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Description

Amplifon is the global leader in the retail hearing care industry.

Over 20,000 professionals in 26 countries, coming from more than 100 different nationalities, work every day in a global network of 9,500 points of sales to empower thousands of people to rediscover all the emotions of sound.

In Amplifon we believe people are the most important component of our success.

Only through investment in talent engagement, professional development, and recognition, our people can express their potential and build a fulfilling career.

For our growing French business salaries spread throughout 730 stores) we are looking for a skilled
Customer Operations Manager (Call Center), who can lead our Customer Operations at local level, while managing 1 person, to maximize performance and increase customers enrollment in the Amplifon journey.

Within our Customer Operations department, the call center activities play a key role.

Our call center activities are basically outsourced and are mainly aimed at taking qualified appointments for our clinics, through inbound and outbound interactions, creating a solid and empathic relationship with existing customers, prospects and new leads (coming from inbound, external cold lists or from Digital call me back forms).Also, we will be including within the scope of this role another core component related to the management of customer inquiries and potential complaints, building an efficient and effective first point of contact for the customers and connecting with all the relevant internal departments to ensure we provide the best support to solve our customers' needs.

A person successful in this role must have a solid customer operations & call center management background, while also being a strong business operator who understands the big picture of the Amplifon business to drive results.

This role will drive executional and operational excellence across the management of multiple external call centers (2), having an analytical mindset to monitor, analyze and improve call center & customer operations KPIs in order to achieve Amplifon monthly business targets.

Duties and Responsibilities:

Define, implement and continuously improve a streamlined process for customer inquiries management, building an efficient and effective first point of contact for the customers and connecting with all the relevant internal departments to ensure we provide the best support to solve our customers' needs
Establish call monitoring systems and protocols to ensure high level interaction quality and customer service excellence.
Anticipate, manage and execute the organizational impacts of process improvements (i.e. identify issues and areas of opportunity, develop training and communication plans)
Have a continuous awareness of outsourcers profitability, optimizing Amplifon cost per appointment (CPA) and ROI, creating a winwin relationship and a fair sustainability of the business model
Continuously assess quality of Support Services to ensure integrity of Amplifon's business goals and the customer experience strategies.
Develop SLA's with internal partners, service providers, and customers.
Exhibits strong sense of urgency and awareness to ensure customer satisfaction.
Proactively communicate with key internal/external stakeholders and partners to ensure cross collaboration and smooth change management implementation.
Responsible of the ongoing communications/training to outsourcers regarding products, policies, procedures, service standards, and call management techniques, including Call Center scripting and best objection handling.

Education, Experience, and Qualifications:

Associate or Bachelor's degree strongly preferred
7+ years experience managing a midlarge scale call center, with both inbound and outbound experience
5+ years experience managing call center representatives
Strong ability to understand and manage a budget, forecasting staffing needs, and performance assessment
Proficiency with Excel, Power Point and Business Intelligence tools
Knowledge of Call Center CTIs like Five9, Nice InContact, Genesys, Avaya, Amazon Connect, Vocalcom, etc.
Knowledge of GDPR rules and guidelines
Fluency in French and English language

Soft skills:

Customer understanding and customer orientation
Ability to adapt to a dynamic and fastpaced retail environment
Ability to work collaboratively with crossfunctional teams and build strong working relationships
Ability to influence, work and negotiate with internal and external partners and key stakeholders