Amplifon Americas, parent company to Miracle-Ear and Amplifon Hearing Healthcare, a global leader in hearing health care, has a strong demand for an authentic, creative, diverse and versatile candidate for our Call Center Operations Manager role. We are looking for someone who is forward-thinking to help us strive towards everyday excellence while focusing on customer devotion and personal impact to ensure we are acting responsibly in everything we do.

The Call-Center Operations Manager will ensure seamless and efficient operation of our inbound and outbound call center activities for our Miracle-Ear franchise stores. This role requires a strong focus on leveraging data and analytics to continuously optimize performance, identify improvement opportunities, and ensure vendor partnerships deliver top-tier results. Onsite presence at vendor locations will be required, enabling you to quickly identify and address issues, drive improvements, and ensure alignment with business goals. 

Key Responsibilities:

Review and analyze data trends to provide a regular cadence of key insights and recommendations for improved performance to the Call Center Sr. Manager Running reports out of various systems such as InContact, working with our Data Scientist, and requesting reports as needed Hold vendors accountable to the expected Key Performance Indicators and Service Level Agreements by partnering with the Call Center Sr Manager to hold performance meetings, and share trends based on reporting with vendor leadership Provide oversight on quality assurance for vendor agents to ensure best practices are being followed by reviewing Quality Assurance scores, listening to calls, and holding vendors accountable to issue resolutions Oversee vendor activities with onsite presence at the vendors site to ensure Miracle-Ear standards, best practices, and performance expectations Responsible for handling escalated calls and emails in a professional and courteous manner and responding to clients with resolution  Responsible for the creation and modification of call scripts and facilitating of train the trainer sessions with vendor trainers Support vendors by ensuring all the necessary tools, processes, and workflows are in place

Qualifications in this role include, but are not limited to:

Bachelor’s degree Minimum of 5 years Call Center environment experience 2 years Cell Center Team Lead, or Sr. Representative experience Hybrid role, with requirement to work onsite in Dallas and San Antonio 50% of the time Proficient with Microsoft Word, Excel, and PowerPoint Excellent written/verbal communication skills are required Ability to coach and influence others

Preferred Experience and Skills:

Vendor Management Experience preferred ACD experience preferred (InContact, or other VOIP phone system preferred) Strong organizational and time management skills Ability to multi-task with numerous interruptions Excellent interpersonal skills that allow effective working relationships with a variety of stakeholders 

Benefits Offered:

Medical, Dental, Vision, 401(k) with company match, generous vacation, safe and sick leave, paid holidays, in addition to other benefits. Flexible work arrangements to help support your work/life balance. Paid time off dedicated to volunteering and giving back to the communities where we live and work. Expand your experience by taking advantage of our global mobility opportunities.

About Us:

Amplifon, parent company to Miracle-Ear and Amplifon Hearing Healthcare, is the global leader in the Hearing Care Retail market. We have 70+ years of history behind us and we continue to invest and innovate to make more possible every day. 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. Amplifon Americas, defined as Canada, Latin America, and the United States is the largest market in the organization with significant growth potential over the next several years. 

Miracle-Ear has led the way in innovation and customer service, helping over 50 million people with hearing loss. We operate over 1,500 franchised and corporately owned retail clinics across the United States and take pride in offering solutions that enhance our customer’s quality of life.

At Amplifon, we don't just provide hearing care solutions—we 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.