Customer Operations Manager

Amplifon is the global leader in the retail hearing care industry. Over 20,000 professionals in 26 countries, coming from more than 100 different nationalities, work every day in a global network of 9,500 points of sales to empower thousands of people to rediscover all the emotions of sound. In Amplifon we believe people are the most important component of our success. Only through investment in talent engagement, professional development, and recognition, our people can express their potential and build a fulfilling career. 

Amplifon Iberica S.A.U acquired GAES in 2019 with over 700 shops spread throughout the country. The main office is in Barcelona and operates with 2000+ dedicated professionals that empower people to discover all the emotions of sound. 

We are currently looking for a performance-driven Customer Operations Manager to lead and optimize our outsourced Call Center operations.  
This role ensures operational excellence across inbound and outbound activities, drives cost efficiency (CPA), and builds a best-in-class first point of contact for customer inquiries and complaints.

Key Responsibilities

• Lead and optimize outsourced Call Center operations (inbound & outbound) to maximize appointment generation, conversion and ROI.
• Ensure cost efficiency (CPA) and sustainable performance through strong outsourcer management and KPI monitoring.
• Design and continuously improve customer inquiry and complaint management processes, building an effective first point of contact.
• Implement call monitoring systems and quality standards to guarantee customer experience excellence.
• Drive process improvements and manage organizational impact (training, communication, change implementation).
• Develop and manage SLAs with internal stakeholders and external partners.
• Ensure ongoing training and alignment of outsourcers on products, policies, scripting, and service standards.
• Collaborate cross-functionally to ensure smooth execution and alignment with business goals.

Profile & Qualifications

• 7+ years’ experience managing mid-to-large scale call centers (inbound & outbound), ideally with outsourced providers
• Proven leadership and people development experience
• Strong knowledge of call center best practices, KPIs, and CTI systems (e.g., Five9, Genesys, Avaya, Amazon Connect)
• Solid understanding of GDPR regulations
• Advanced Excel and PowerPoint skills; experience with BI tools
• Fluent Spanish and English (written and spoken)
• Contact Center certification is a plus

What we offer:

• As well as a competitive salary we offer: 
• Hybrid model: up to 9 remote workdays/month, flexible hours, summer intensive schedule & short Fridays. 
• Structured onboarding with workshops, store visit & networking events with other new joiners just like you! 
• Continuous learning through our e-learning platform and career development paths. 
• Birthday off – because special days matter. 
• Access to coaching or psychological support. 
• Flexible benefits and extra budget apart from your salary to use as you please (health insurance, ticket restaurant, learning, transport etc). 
• Exclusive discounts on GAES products for you and your family, as well as special offers from partner companies. 
• A diverse, inclusive, and global culture where DEIB is part of everything we do. 

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