Call Center Team Lead

WACO, TX, United States

Amplifon Americas , parent company to Miracle-Ear, a world leader in hearing health care, has a strong demand for diverse, authentic, creative, and versatile talent for our Call Center Team Lead .

We are looking for someone who is to help us strive towards while focusing on and to ensure we are in everything we do.

As the Call Center Team Lead , you will oversee our customer service representatives and ensure the smooth operation of our call center.

You will will possess exceptional leadership skills, a passion for customer service excellence, and the ability to motivate and mentor a team to achieve performance goals.

This role requires effective communication skills, problem-solving abilities, and a dedication to maintaining high standards of customer satisfaction.

Key Responsibilities :

• Team Leadership : Lead, coach, and mentor a team of customer service representatives to ensure they meet and exceed performance targets and deliver exceptional customer service.
• Training and Development : Develop training programs and provide ongoing coaching to team members to enhance their skills in customer service, product knowledge, and call handling techniques.
• Quality Assurance : Conduct regular quality assurance evaluations of calls and provide constructive feedback to team members to ensure adherence to company policies and procedures and maintain high standards of service quality.
• Issue Resolution : Handle escalated customer inquiries and complaints effectively, providing timely and satisfactory resolutions while maintaining a professional demeanor.
• Operational Support : Collaborate with other departments to address operational issues, streamline processes, and implement solutions to enhance the overall customer experience.
• Reporting and Analysis : Generate reports on team performance, call metrics, and customer feedback, analyzing data to identify trends and areas for improvement.
• Compliance : Ensure team members adhere to all relevant regulations, policies, and procedures, including data protection and privacy laws.

Qualifications :

• Proven experience in a call center environment, with at least 2 years in a leadership or supervisory role.
• Effective leadership skills with the ability to motivate and inspire a team to achieve goals.
• Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members at all levels.
• Ability to analyze data, identify trends, and implement strategies for improvement.
• Efficient problem-solving abilities and a customer-focused mindset.
• Flexibility to work shifts as required, including evenings, weekends, and holidays

Benefits Offered

• Medical, Dental, Vision, 401(k) with company match, generous paid time off, safe and sick leave, 8 paid holidays, in addition to other benefits.
• Support our communities where we live and work by using our paid time off to volunteer.
• Expand your experience by taking advantage of our global mobility opportunities.

About Us

Unlock the vibrant world of sound with Amplifon. The parent company to Miracle-Ear and Amplifon Hearing Healthcare is a versatile Italian powerhouse revolutionizing hearing care solutions worldwide! With a global presence spanning 26 countries, our team of over 19,400 passionate professionals are on a mission to help people rediscover the emotions of sound.

At Miracle-Ear, we don't just provide hearing care solutionswe advocate for the individuals behind our success. Joining our team means more than just a job;

it's an invitation to be heard, to create meaningful connections, and to form your own path to success. With an encouraging environment brimming with opportunities for development, you'll find yourself surrounded by colleagues who are not just coworkers, but supporters for your journey.

In recognition of our commitment to empowering people, we are thrilled to announce that Amplifon has been honored as a "Top Employer 2024" across Europe, the United States, Canada, and New Zealand by the Top Employers Institute.

Join us in our quest to empower lives and be part of a team that's shaping the future of hearing care with passion and innovation.

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

Last updated : 2024-06-25