Our team is in search of an experienced Senior Call Center Manager who specializes in the Outbound sector to join our Corporate CRM framework, with direct reporting to the Global Call Center Director. The role involves spearheading the execution of all projects laid out for the Call Center in a comprehensive manner, aiding countries in their delivery and implementation. This position includes disseminating strategic plans as well as autonomously crafting new ones to enhance the performance and productivity of our Call Centers, by lowering the cost per appointment and elevating the NPS and ROI.
Key Accountabilities: Within the scope of a multichannel Call Center Operation competition, emphasizing Outbound CRM activities tailored to securing appointments for our clinics, the primary responsibilities of the candidate include:
Overseeing our Call Center partners by country to ensure that our operational model is both effective and efficient. Working in tandem with other corporate departments, especially with the CRM team to execute CRM strategies via our Call Centers, and with the Digital Team to enhance campaign productivity on alternative channels. Serving as the key point of contact for our country's Call Managers, overseeing ongoing performance against shared Outbound and Inbound KPIs, initiating new projects, and facilitating the exchange of best practices. Skills and Key Selection Criteria: Proven working experience in the Call Center/Customer Service area (> 10 years), with a strong knowledge of Outbound and Lead Generation contexts. Significant and relevant work experience in complex Organization and structured Customer Service environment. Specific knowledge of Outbound dynamics and metrics (call strategy, dialer rules optimization, smart scripting, CTI integration). Deep knowledge of the most advanced technology in Customer Service software, databases and tools, awareness of industry's latest technology trends and applications. Leadership in execution, challenging the status quo, promoting and managing the change. Analytical skills, mindset to make data driven decisions with a strong ability to understand and manage CC metrics (i.e. including forecasting staffing needs or vendors profitability evaluation). Strong result orientation, capability in leading CC performance assessment projects and gap analysis. Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Proactivity and strategic thinking with an innovative approach. Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. Hands-on approach and mentality. Autonomy and ability to manage end-to-end projects (get the things done), collaborating (and in case influencing) with all company structures within the organization (Marketing, IT, Legal, Finance, HR, Procurement, Operations). Fluent English - any additional language is a nice to have. Education: Associate or Bachelor's degree strongly preferred. Contact Center certification a plus.
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