Call Center Operations Manager

2 weeks ago

Dallas, United States Miracle Ear Full time

Job Description

Amplifon Americas, parent company to Miracle-Ear and Amplifon Hearing Healthcare, a global leader in hearing health care, has a strong demand for an authentic, creative, diverse and versatile candidate for our Call Center Operations Manager role. We are looking for someone who is forward-thinking to help us strive towards everyday excellence while focusing on customer devotion and personal impact to ensure we are acting responsibly in everything we do.

The Call-Center Operations Manager will ensure seamless and efficient operation of our inbound and outbound call center activities for our Miracle-Ear franchise stores. This role requires a strong focus on leveraging data and analytics to continuously optimize performance, identify improvement opportunities, and ensure vendor partnerships deliver top-tier results. Onsite presence at vendor locations will be required, enabling you to quickly identify and address issues, drive improvements, and ensure alignment with business goals.

Key Responsibilities:
  • Review and analyze data trends to provide a regular cadence of key insights and recommendations for improved performance to the Call Center Sr. Manager
  • Running reports out of various systems such as InContact, working with our Data Scientist, and requesting reports as needed
  • Hold vendors accountable to the expected Key Performance Indicators and Service Level Agreements by partnering with the Call Center Sr Manager to hold performance meetings, and share trends based on reporting with vendor leadership
  • Provide oversight on quality assurance for vendor agents to ensure best practices are being followed by reviewing Quality Assurance scores, listening to calls, and holding vendors accountable to issue resolutions
  • Oversee vendor activities with onsite presence at the vendors site to ensure Miracle-Ear standards, best practices, and performance expectations
  • Responsible for handling escalated calls and emails in a professional and courteous manner and responding to clients with resolution
  • Responsible for the creation and modification of call scripts and facilitating of train the trainer sessions with vendor trainers
  • Support vendors by ensuring all the necessary tools, processes, and workflows are in place
Qualifications in this role include, but are not limited to:
  • Bachelor's degree
  • Minimum of 5 years Call Center environment experience
  • 2 years Call Center Team Lead, or Sr. Representative experience
  • Hybrid role, with requirement to work onsite in Dallas 50% of the time and San Antonio the remaining 50% of the time
  • Proficient with Microsoft Word, Excel, and PowerPoint
  • Excellent written/verbal communication skills are required
  • Ability to coach and influence others
Preferred Experience and Skills:
  • Vendor Management Experience preferred
  • ACD experience preferred (InContact, or other VOIP phone system preferred)
  • Strong organizational and time management skills
  • Ability to multi-task with numerous interruptions
  • Excellent interpersonal skills that allow effective working relationships with a variety of stakeholders
Benefits Offered:
  • Medical, Dental, Vision, 401(k) with company match, generous vacation, safe and sick leave, paid holidays, in addition to other benefits.
  • Flexible work arrangements to help support your work/life balance.
  • Paid time off dedicated to volunteering and giving back to the communities where we live and work.
  • Expand your experience by taking advantage of our global mobility opportunities.

About Us: Amplifon, parent company to Miracle-Ear and Amplifon Hearing Healthcare, is the global leader in the Hearing Care Retail market. We have 70+ years of history behind us and we continue to invest and innovate to make more possible every day. With a global presence spanning 26 countries, our team of over 19,400 passionate professionals are on a mission to help people rediscover the emotions of sound.
At Amplifon, we don't just provide hearing care solutions-we advocate for the individuals behind our success. Joining our team means more than just a job; it's an invitation to be heard and to create meaningful connections.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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