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Overview
Demant is a world-leading hearing healthcare group that for more than a century has played a vital part in developing innovative technologies and know-how to help improve people’s hearing and health. In every aspect, from hearing devices, hearing implants and diagnostic equipment to intelligent audio solutions and hearing care all over the world, Demant is active and engaged.
The Demant Group operates in a global market with companies in more than 30 countries, employs more than 14,500 staff and generates annual revenue of DKK 14 billion (approx. 2.1 billion USD). Our products are sold in more than 130 countries.
The Customer Service/Audiology Manager is a dynamic member of the company. This position will lead a team striving for best-in-class customer service. The manager will provide motivation, supervision and direction to their team while providing oversight of daily operations. Developing and driving a positive culture of continuous improvement. As a customer advocate, you will monitor our quality program for all customer experiences. The manager will monitor the productivity, efficiency and quality of the call center to ensure that expectations and KPIs which impact our customers are met. The manager will rely on his/her extensive experience and judgment to plan and accomplish goals, including forecasting capacity needs based on current and future client projects.
Responsibilities
• Partner with sales and operations team members to ensure that our vision of enhancing the customer experience is realized.• Consistently demonstrate professional verbal and written communication, interpersonal and organizational skills.• Responds to customer inquiries and problem solving in a professional and effective fashion.• Proactively resolve escalated customer issues.• Problem-solve, organize and balance multiple priorities within a fast-paced environment.• Maintain composure when handling unexpected challenges and competing demands.• Developing and driving a culture of continuous improvement.• Monitoring operational goals and performance on a daily, weekly, monthly, quarterly and annual basis.• Participating in discussions and preparation of performance plans.• Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
May perform miscellaneous tasks/projects as directed by manager.
Qualifications
• Minimum of 5 years of experience in a call center management role• Bachelor’s Degree• Leadership skills required• Able to demonstrate knowledge of the call center practices and procedures• Ability to adapt to frequently changing priorities in managing a wide range of projects• Experience in call center KPI implementation, tracking and management• Proficient in pc-based applications
The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
