Call Center Specialist Lisboa

Call Center Specialist
Lisboa
Lisboa, Lisboa, Portugal

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Who we are

Amplifon is an Italian multinational company and the global leader in hearing care solutions and services for retail expertise, customization, and consumer care. With more than 20, 000 professionals across a network of 9, 500 points of sale, we restore the joy of hearing, feeling, and living to thousands worldwide.

At Amplifon, we believe people are our most important asset. Thanks to our
- tier Hearing Care Professionals and dedicated teams, we help bring everyday sounds back into our customers' lives. We invest in talent engagement, continuous professional development, support, and recognition to help our people exceed their limits and build fulfilling careers.

Who we are looking for

Join Amplifon's international Marketing team and help shape the future of an exciting industry at the intersection of Retail and Med Tech.

We are seeking a talented and committed Call Center Supervisor for our Portuguese Marketing Team to play a key role in managing Amplifon's growth.

Mission

Support the business in improving lead conversion from appointments across multiple sources and identify new opportunities to accelerate growth within your scope.

• Define and implement strategies for call centers, adapting as needed.
• Manage outsourced local call centers.
• Monitor interactions to ensure customer expectations are met.
• Implement operational dashboards to optimize KPIs.
• Collaborate with call center management to design workforce needs and achieve goals.
• Design incentive schemes.
• Ensure effective rollout and maximization of customer contact strategies.
• Configure dialing rules, scripting, campaigns, and priorities.
• Develop actions to increase efficiency and productivity, reducing idle times.
• Work with the call center provider to optimize dialer setup (Predictive, Power, Manual, or Blending).
• Coordinate dialer technical setups, including answering machine detection and nuisance call management.
• Manage campaigns live, including prioritization and filtering.

Main KPIs

• Penetration Rate & Contact Rate: Calls per hour, percentage delivered on attempts, useful contacts on delivered calls, appointments on useful contacts.
• Appointment & Conversion Rates: Appointments per hour, sales conversion percentage on total booked appointments.

Your Profile

• Business acumen
• Customer experience management
• Marketing performance understanding
• Pricing & Promotion knowledge (preferred)

Education & Experience

• At least 4 years of relevant experience in a similar role.
• Strong analytical skills, business understanding, and familiarity with metrics, models, systems.
• Excellent English skills are mandatory.
• Digital experience is a plus.