Customer Operations Manager
Il y a 5 mois
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 (1600+ 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 win-win 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 mid-large 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 fast-paced retail environment
- Ability to work collaboratively with cross-functional teams and build strong working relationships
- Ability to influence, work and negotiate with internal and external partners and key stakeholders
-
Senior Customer Service Operations Manager
il y a 4 semaines
Paris, Île-de-France DAZN Temps pleinAbout the RoleAs Customer Service Operations Manager at DAZN, you will be responsible for leading the customer service operations agenda, driving best-in-class customer experiences across both B2C and B2B products. This includes executing the retention operations agenda, improving save rate percentage across the customer base, managing the budget, owning and...
-
Customer Success Operations Manager
Il y a 5 mois
Paris, France PhantomBuster Temps plein**About the company**: As a market leader in Lead Generation Automation, we enable thousands of SMBs to boost their growth by finding and connecting with their ideal customers on major social media platforms. We’re a bootstrapped, profitable PLG startup (50 team members) serving customers worldwide (with the US as our largest market). **About the...
-
Customer Operations Manager
Il y a 5 mois
Paris, France Licorne Society Temps pleinLicorne Society a été missionné par une startup Santé / Biotechnologie en pleine croissance pour les aider à trouver leur Customer Operations Manager **Présentation de l'entreprise**: l'entreprise est une start’up de la « FemTech » qui allie créativité et technologie de pointe pour enfin offrir aux femmes les produits qu’elles...
-
EU Customs Operations Specialist
il y a 4 semaines
Paris, Île-de-France TikTok Temps pleinEU Customs Operations SpecialistAbout the TeamThe International Customs team is a dynamic group committed to delivering top-notch customs compliance solutions and optimizing customs operations efficiency for cross-border e-commerce. As the EU Customs Operations Specialist, you will play a pivotal role in managing and optimizing all e-commerce customs...
-
Customs Operations Specialist
il y a 3 semaines
Paris, Île-de-France TikTok Temps pleinAbout the Role:The International Customs team at TikTok is seeking a highly skilled EU Customs Operations Specialist to join our team. As a key member of our customs compliance team, you will be responsible for managing and optimizing all e-commerce customs operations within the European Union.Key Responsibilities:Customs Compliance: Ensure compliance with...
-
EU Customs Operations Specialist
il y a 1 mois
Paris, Île-de-France TikTok Temps pleinAbout the TeamThe International Customs team at TikTok is a team committed to providing compliance customs solutions and optimizing customs operation efficiency for cross-border e-commerce.As the EU Customs Operations Specialist, you will be responsible for managing and optimizing all e-commerce customs operations within the European Union.Your primary focus...
-
Customer Success Strategy
Il y a 6 mois
Paris, France 360Learning Temps pleinThe Operations Team is in charge of designing and executing strategic growth, transformation and value creation initiatives across the business (i.e., sales, customer success, product, marketing). The team contributes to the definition of our scaling plan and helps each team exceed its targets by identifying improvement levers, benchmarking and implementing...
-
Customer Operations Manager
Il y a 6 mois
Paris, France Streem Energy Temps plein**Company Description** Streem Energy provides innovative SaaS solutions for renewable asset management. Our customers are all along the power value chain: ranging from renewable energy producers, power aggregators or energy suppliers. Through our expertise in artificial intelligence, interface design and our deep knowledge in renewable energy generation...
-
Customer Operations Manager
Il y a 5 mois
Paris, France Pelico Temps plein**About us**: Are you ready to be part of a groundbreaking company at the forefront of Industry 4.0? Pelico is on a mission to drive the transition of factories towards greater resilience, agility, and resource efficiency through data-driven collaboration. Pelico, headquartered in Paris, France, emerged in 2019 as a result of merging the finest talents from...
-
Customer Service Operations Manager
Il y a 2 mois
Paris, France DAZN Temps plein**Job Title**: - Customer Service Operations Manager - France**Location**: - Paris, France**Schedule**: - Full-Time, Permanent**Team**: - Customer Service**Department**: - Operations**What's your new role about?**: - Disrupting an industry isn’t easy! DAZN is playing more hours of live sports than any other company anywhere in the world! - As we...
-
Customer Service Operations Manager
il y a 3 semaines
Paris, Île-de-France DAZN Temps pleinCustomer Service Operations Manager Role OverviewDAZN is seeking a highly experienced Customer Service Operations Manager to lead our customer experience agenda and drive best-in-class customer experiences across both b2c and b2b products. The successful candidate will be responsible for executing the retention operations agenda, improving save rate % across...
-
TikTok Commerce-EU Custom Operations
il y a 1 mois
Paris, France TikTok Temps pleinAbout the team The International Customs team is a team committed to providing compliance customs solutions and optimizing customs operation efficiency for crossboard e-commerce. As the EU Customs Operations Specialist, you will be responsible for managing and optimizing all e-commerce customs operations within the European Union. Your primary focus will...
-
Customer Operations Manager
Il y a 6 mois
Paris, France Streem Energy Temps plein**Company Description** Streem Energy provides innovative SaaS solutions for renewable asset management. Our customers are all along the power value chain: ranging from renewable energy producers, power aggregators or energy suppliers. Through our expertise in artificial intelligence, interface design and our deep knowledge in renewable energy generation...
-
Senior Customer Operations Manager
Il y a 5 mois
Paris, France Partoo Temps plein**Partoo, who are we? \uD83D\uDC40** Partoo est une scale-up saas B2B qui a à cœur d’aider les commerces locaux, grandes entreprises ou PME à se rapprocher de leurs clients. Pour cela, ils ont développé une plateforme tout-en-un et différentes solutions qui s’articulent autour de 3 propositions de valeur : Get found, Get chosen & Get clients. À...
-
Tiktok Commerce-eu Custom Operations
il y a 1 mois
Paris, France TikTok Temps pleinResponsibilities About TikTok TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo. Why Join Us Creation is the core of...
-
Senior Customer Operations Manager
Il y a 5 mois
Paris, France Pelico Temps pleinAs a member of Pelico’s customer team, you’ll play an instrumental role at maximizing the impact of the Pelico platform for our users. Pelico's customer operations team is currently composed of 5 Pelicans directly reporting to the Chief Customer Officer. You will be working with operational teams in manufacturing plants to support industrial players in...
-
Global Order-to-Cash Operations Manager
il y a 4 semaines
Paris, Île-de-France AXA Group Operations Temps pleinJob DescriptionAXA Group Operations is seeking a highly skilled Global Order-to-Cash Operations Manager to join our team. The successful candidate will be responsible for overseeing the global order-to-cash cycle, including order entry, revenue recognition, billing, and cash collections for all entities.Main Responsibilities:Manage the end-to-end billing...
-
Lead Customer Operations
Il y a 6 mois
Paris, France Pelico Temps pleinAre you ready to be part of a groundbreaking company at the forefront of Industry 4.0? Pelico is on a mission to drive the transition of factories towards greater resilience, agility, and resource efficiency through data-driven collaboration. Pelico, headquartered in Paris, France, emerged in 2019 as a result of merging the finest talents from the realms of...
-
Customer Operations Intern
Il y a 6 mois
Paris, France Pelico Temps pleinAs a customer operations intern you will be joining a squad where your mission will be to work with Software Engineers to conquer plants and to support industrial players in the transformation of their operations, while contributing to the Pelico Platform evolution & 360° customer experience. You will have the opportunity to write a fantastic story about...
-
Customs Operations Lead
il y a 1 mois
Paris, Île-de-France Internetwork Expert Temps plein{"h1": "Customs Operations Lead - INEOS Automotive", "p": "At INEOS Automotive, we're pushing the boundaries of innovation and excellence in the automotive industry. As a Customs Operations Lead, you'll play a critical role in ensuring our vehicles and service parts comply with all required customs, VAT, and duty regimes. Your key responsibilities will...
