Call Center Operations Manager

Amplifon Canada a global leader in hearing health care has a strong demand for an authentic creative diverse and versatile candidate for our Call Centre Senior Managerrole. We are looking for someone who isforwardthinkingto help us strive towardseveryday excellencewhile focusing oncustomer devotionandpersonal impactto ensure we areacting responsiblyin everything we do.

The Call Centre Senior Manager will lead agents to maximize call centre performance and increase customer enrollment in the Amplifon journey. The call centre takes qualified appointments for stores through inbound and outbound calls and aims to create a solid relationship with customers. This role will drive execution and operational excellence and have an analytical mindset to improve call centre KPIs and collaborate cross functionally. Amplifon Canadas call centre is a 100% remote operations with call centre agents spread across the country.

Key Responsibilities:

• Develop short and longterm call centre strategic plan and organization structure including headcount proposal hours projection KPIs technology enhancements skillbased planning etc.
• Design and implement a workforce management plan to ensure appropriate staffing levels
• Define and implement operational models of call engagement aimed at creating a solid relationship with customers and maximizing contacts and conversions.
• Maintain internal and external quality assurance programs
• Design and implement new campaigns and optimize current campaigns together with the Digital and CRM Manager
• Accountable for entire team member lifecycle including hiring individual goal setting reviews coaching and disciplinary actions
• Develop new and ongoing rolespecific training and partner cross functionally to drive call centre performance
• Forecast and analyze data against budgets on a weekly and monthly basis
• Lead efforts to consistently achieve key performance indicators proactively identifying risks and adapting plans
• Conduct needs assessment on existing reporting to identify gaps integrate with global practices and lead automation efforts
• Assist Head of Marketing in annual performance planning and serve as central point of contact for the retail team regarding all centre related topics
• The ideal candidate for this role is located in British Columbia Canada as our call centre operates remotely in Pacific Standard Time Zone.

Qualifications in this role include but are not limited to:

• Associate or Bachelors degree strongly preferred
• 7 years experience managing a midlarge scale call centre with both inbound and outbound experience
• 5 years experience managing call centre representatives
• Call centre experience in a consumer service industry
• Experience in building teams including recruiting talent development discipline management
• Strong experience and skillset with MS Word Excel Power Point PowerBI
• Experience with Call Centre systems such as: Five9 InContact etc.

Preferred Experience and Skills:

• A selfstarter able to facilitate strategic discussion to move the business forward
• Strong analytical and technical skills
• Proven ability to forecast performance volumes and drive for results
• An advanced understanding and competency in call centre Workforce Management practices
• Keen ability to deliver persuasive confident and articulate communication across all levels
• Strong understanding of call center best practices operating systems and processes

Benefits Offered:

• Extended Medical Dental Vision Benefits RRSP and DPSP with company match generous vacation paid holidays in addition to other benefits.
• Flexible work arrangements to help support your work/life balance.
• Expand your experience by taking advantage of our global mobility opportunities.

About Us:

Amplifon 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 19400 passionate professionals are on a mission to help people rediscover the emotions of sound. Amplifon Americas defined as Canada Latin America and the United States is the largest market in the organization with significant growth potential over the next several years.

At Amplifon we dont just provide hearing care solutionswe advocate for the individuals behind our success. Joining our team means more than just a job; its an invitation to be heard to create meaningful connections and to form your own path to success. With an encouraging environment brimming with opportunities for development youll find yourself surrounded by colleagues who are not just coworkers but supporters for your journey.

In recognition of our commitment to empowering people we are thrilled to announce that Amplifon has been honored as a Top Employer 2024 across Europe the United States Canada and New Zealand by the Top Employers Institute. Join us in our quest to empower lives and be part of a team thats shaping the future of hearing care with passion and innovation.

We are an equal opportunity employer and value diversity at our company. We do not discriminateon the basis ofrace religion color national origin gender sexual orientation age marital status veteran status or disability status. If selected for an interview please advise our Human Resources team if you require accommodation during the interview and assessment process and we will work with you to meet your accessibility needs.

#AmplifonAmericas

#urgentlyhiring