Contact Center Manager
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Job Title: Contact Centre Manager (Operational Business Manager)
Location: Paris, France (Fully Onsite)
Rate: Negotiable
Contract: 3-month full-time contract, with a view to a permanent position
Start Date: ASAP
About the Company:
Our client is a global leader in hearing care solutions, operating a large international retail network focused on delivering high-quality, customer-centric services. With a strong presence across Europe, the organisation combines clinical expertise, innovative technology and operational excellence to enhance customer experience and commercial performance.
As part of its continued focus on optimising sales and customer engagement, the business is seeking a senior operational expert to strengthen its Contact Centre performance in France.
The Role:
This is a highly operational, hands‑on assignment for an experienced Contact Centre professional who will be embedded onsite between Amiens and Paris.
The successful candidate will act as a senior operational advisor and business manager, supporting the improvement of sales activities managed via the Contact Centre. The primary focus is outbound activity aimed at calling prospects and the existing customer base to arrange appointment bookings for retail stores.
The environment is complex, involving two distinct operating models and multiple external providers, one of which is currently underperforming against expected quality standards.
This role requires immediate impact, structured governance and strong analytical capability combined with pragmatic execution.
Key Responsibilities
- Lead and optimise outsourced call centre operations (inbound & outbound) to maximise appointment generation, conversion and ROI.
- Ensure cost efficiency (CPA) and sustainable performance through strong outsourcer management and KPI monitoring.
- Design and continuously improve customer enquiry and complaint management processes, building an effective first point of contact.
- Implement call monitoring systems and quality standards to guarantee customer experience excellence.
- Drive process improvements and manage organisational impact (training, communication, change implementation).
- Develop and manage SLAs with internal stakeholders and external partners.
- Ensure ongoing training and alignment of outsourcers on products, policies, scripting and service standards.
- Collaborate cross-functionally to ensure smooth execution and alignment with business goals.
Profile & Qualifications
- 7+ years’ experience managing mid-to-large scale call centres (inbound & outbound), ideally with outsourced providers
- Proven leadership and people development experience
- Strong knowledge of call centre best practices, KPIs and CTI systems
- Strong experience with outbound projects will be considered a plus
- Solid understanding of GDPR regulations for the specific market
- Advanced Excel and PowerPoint skills; experience with BI tools
- Fluent French and English (written and spoken); Italian will be considered a plus
- Both strategic and “hands‑on” approach
- Full-time contract for an initial 3 months.
- Strong likelihood of extension based on performance and business needs.
- Competitive daily rate up to €300.
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