hear.com is the fastest-growing hearing care company globally. We are driven by our belief that every person should hear well to live well. With our unique digital business model, we have changed the way hearing care is provided. We are a profitable global health-technology company with origins in Europe. Since starting our journey in 2012, we have helped over 200,000 customers get on the path to better hearing. In just 9 years,  we have grown our team from 2 to over 1,500 people. We work hard and play hard in 11 international locations from Miami to Seoul. We promise to ourselves: to define the future of hearing care, to never be corporate and to always live Day One.

Why hear.com?

• An opportunity to work with happy and grateful customers every single day
• A chance to shape the future of a health-technology leader
• A unique content-driven, top-performing and family-type work culture
• A high degree of autonomy and responsibility from day one
• An open-minded and international working environment that fosters creativity
• Excellent salary and benefits package with entrepreneurial incentives

During a typical day, you will...

• Manage, improve, and strategically build outbound call center operations by setting up and monitoring system performance. Identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and manage system, process improvement, and quality assurance programs
• Optimize the interface between Lead Generation (Marketing) and Lead Consumption (Sales Call Center) to reduce time first to call and maximize conversion rates
• Review user needs (sales consultants, customers, partners) in depth to derive improvement strategies
• Bring the call center system to the next level by identifying and evaluating state-of-the-art technologies to facilitate and improve customer interaction, defining user requirements, establishing technical specifications, production, quality, and customer-service standards
• Contributing information and analysis to organizational strategic plans and reviews
• Building professional and technical knowledge by tracking emerging trends in sales and outbound calling. Attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.

You have…

• You have extensive experience with Twilio cloud communications platform
• A Bachelor's degree in Healthcare, Business Administration or another related discipline
• 6+ years of experience in a Managerial/Director role within a call center operation
• Experience working in a sales-driven, customer-centric organization
• Data-driven and strong analytical numbers experience
• Experience with Salesforce.com (preferred) or similar CRM system
• Technical understanding of core elements of outbound call center
• Strong team player and growth mindset
• Previous healthcare experience is a plus

You are...

• A confident professional who has experience developing call center operations to success
• A strong leader who inspires, coaches, grows and energizes the team
• Someone who is excited to build an environment focused on quality and customer experience
• Always looking to lend a helping hand and you keep the good vibes going!