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 looking for a BPO Executive who is passionate about customer service, experienced in call center operations, and results-driven. The mission is to support the daily operations of our outsourced contact center, ensure quality in every interaction, and contribute to ongoing process and performance improvements.

Frequent on-site presence at our external call center partners' offices is required to ensure alignment, quality, and operational consistency.

Key Responsibilities:

Monitor daily operations of the contact center (inbound, outbound, digital leads, cold database) to ensure SLAs and KPIs are met. Analyze and report performance of campaigns, operational efficiency, and cost per appointment (CPA), identifying areas for improvement. Conduct quality monitoring by listening to calls and evaluating them based on established protocols, ensuring service excellence. Provide operational support to external partners (BPOs): incident resolution, training coordination, implementation of new processes or scripts. Collaborate in defining and updating call center processes, documentation, and support tools. Ensure proper training and communication with outsourcers on products, campaigns, and call management techniques. Gather feedback from customers, agents, and internal teams to identify improvement opportunities. Support the handling of customer inquiries and complaints, working closely with internal teams.

Ideal Profile:

Experience & Knowledge:

2+ years of experience in call center operations, ideally with outsourced vendors. Familiarity with CTI platforms Advanced Excel skills and experience with BI tools. Experience in call quality monitoring and evaluation. Knowledge of CRM and ticketing tools is a plus. Basic understanding of GDPR is an advantage. Fluent Spanish, intermediate-high English level.

Key Skills:

Strong customer focus. Analytical mindset and continuous improvement orientation. Clear and effective communication. Proactive and collaborative attitude. Detail-oriented and well organized.

What We Offer:

Join a stable, purpose-driven company in the healthcare sector. A culture of Winning Workplace with a collaborative and dynamic environment. Opportunities for professional growth and continuous training.