Customer Experience Operations Manager

$75,000 - $80,000/Yr

Amplifon - San Antonio, TX

Full-time - Mid Level

San Antonio, TX

10,001+ employees

Health and Personal Care Retailers

About the position

The Customer Experience Operations Manager at Amplifon is responsible for overseeing the efficient operation of inbound and outbound call center activities for Miracle-Ear franchise stores. This role focuses on leveraging data and analytics to optimize performance, ensure vendor partnerships meet expectations, and maintain high standards of customer service. The position requires a strong presence at vendor locations to address issues and drive improvements, while also managing escalated customer interactions professionally.

Responsibilities

• Review and analyze data trends to provide insights and recommendations for improved performance to the Call Center Sr. Manager.
• Run reports from various systems such as InContact and collaborate with the Data Scientist for necessary reporting.
• Hold vendors accountable to Key Performance Indicators and Service Level Agreements by conducting performance meetings and sharing trends with vendor leadership.
• Oversee quality assurance for vendor agents by reviewing Quality Assurance scores and listening to calls.
• Manage vendor activities with onsite presence to ensure compliance with Miracle-Ear standards and performance expectations.
• Handle escalated calls and emails professionally, ensuring timely resolution for clients.
• Create and modify call scripts and facilitate training sessions with vendor trainers.
• Support vendors by ensuring all necessary tools, processes, and workflows are in place.

Requirements

• Bachelor's degree
• Minimum of 5 years experience in a Call Center environment
• 2 years experience in Call Center Team Lead or Senior Representative role
• Proficient in Microsoft Word, Excel, and PowerPoint
• Excellent written and verbal communication skills
• Strong organizational and time management skills

Nice-to-haves

• Vendor Management Experience
• ACD experience (InContact or other VOIP systems)
• Ability to multi-task with numerous interruptions
• Excellent interpersonal skills for effective stakeholder relationships

Benefits

• Medical, Dental, Vision insurance
• 401(k) with company match
• Generous vacation and sick leave
• Paid holidays
• Flexible work arrangements
• Paid time off for volunteering