Global Call Center Manager

Experteer Overview

In this role, you will lead multichannel outbound CRM initiatives to drive clinic appointment bookings. You will oversee country-based call center providers and ensure effective model execution, while partnering with CRM, Data Analytics, and Digital teams to boost campaign productivity. You will act as the primary liaison for Call Managers, monitor performance against outbound and inbound KPIs, and drive new projects and best-practice sharing. This is a hands‑on leadership role focused on data‑driven improvement and cross‑functional collaboration with a meaningful healthcare mission.

Retribuzione / Benefits

• Oversee country-based Call Center providers to ensure effective and efficient operating model execution
• Collaborate with CRM, Data Analytics, and Digital teams to implement CRM strategies via Call Centers and enhance campaigns across channels
• Serve as the main contact for country Call Managers, monitor performance against shared KPIs and initiate new projects
• Facilitate exchange of best practices across teams and vendors
• Lead end‑to‑end initiatives and drive process improvements in outbound call operations

Responsabilità

• Proven experience in Call Center/Customer Service with strong outbound and lead generation context
• Experience in a complex organizational and structured customer service environment
• Knowledge of outbound dynamics and metrics (call strategy, dialer rules optimization, scripting, CTI integration)
• Deep knowledge of current customer service software, databases, and tools
• Demonstrated leadership in executing change and challenging status quo
• Analytical mindset with ability to manage CC metrics, forecasting, and vendor profitability evaluation
• Experience in call center process analysis and identifying opportunities for simplification and optimization
• Strong results orientation with experience in performance assessment, gap analysis, and project leadership
• Ability to multitask, stay calm under pressure, and manage peak periods
• Proactive, strategic thinker with an innovative approach and strong communication skills
• Hands‑on, autonomous, and capable of end‑to‑end project delivery while collaborating across Marketing, IT, Legal, Finance, HR, Procurement, Operations

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