Amplifon USA

  • Contact Center Manager

    Job Location US-MN-Minneapolis
    Posted Date 2 weeks ago(10/29/2018 4:44 PM)
    Job ID
    Call Center
  • Overview

    Role Overview:


    Leadership is not just about managing people; it is about investing in their future. Miracle-Ear, part of Amplifon Americas, is looking for a Contact Center Manager to lead a best-in-class contact center program, including both internal and outsourced call centers. The goal? To deliver an amazing customer experience to millions of people who need hearing care.


    This is the perfect opportunity to amplify your career if you want a highly visible role that will drive organic growth and revolutionize the way customers interact with us.




    Success Criteria:

    Are you a creative problem solver? The ability to ‘lead’ outside the box and come up with creative solutions is a challenge you’ll overcome with ease. With a hand-picked team, your innovative approach will also help optimize our database marketing efforts and personalize the customer journey.


    Understanding how metrics and KPIs fit into business unit goals is mission critical. Do you thrive on analyzing data to predict the agents needed to meet demand? If so, this will pair well with a balanced approach to effective inbound and outbound strategies.


    Upholding our cultural values is crucial to keeping the team motivated while striving to achieve goals and deadlines. You’ll partner cross-functionally on team engagement, incentives, customer feedback, and call scripting so agents stay excited to connect with customers daily.  The best part about this job? You will be at the ground floor of a highly visible strategic initiative that in the end, will give the gift of sounds to millions.



    •  3+ years of managing an internal and external call or contact center, preferably in a health care environment or consumer products
    • Experience hiring, managing and motivating employees
    • High school diploma required, college degree strongly preferred
    • Experience with Office 365 and CRM systems
    • Experience managing 3rd party vendors
    • Budget, performance analysis and forecasting skills
    • Call center compliance experience and HIPAA privacy regulations preferred


    While this is a highlight of what you’ll do, what you’ll get is pretty great too:

    • Excellent compensation & benefits
    • Career path planning & mentorship opportunities
    • Award winning work/life balance
    • International business exposure
    • An amazing team of diverse colleagues and leaders

    We are moving!

    We are thrilled to announce a move to downtown Minneapolis to 5th Street Towers   in early 2019.  This amazing building will offer collaborative spaces, an innovative work environment, and many amenities for all of our employees to enjoy.

    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. 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.


    Ready to Amplify Your Career? Apply now…



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