Customer Care Team Lead

Amplifon • Waco, TX

3d • Onsite

About The Position

Amplifon Americas , parent company to Miracle-Ear, a world leader in hearing health care, has a strong demand for diverse, authentic, creative, and versatile talent on our Customer Care Team . We are looking for someone who is forward-thinking to help us strive towards everyday excellence while focusing on customer devotion and personal impact to ensure we are acting responsibly in everything we do. We are seeking a dynamic and experienced Customer Care Team Lead to join our growing organization. In this role, you will oversee a team of Customer Service Representatives, ensure smooth daily operations, and support our commitment to delivering outstanding customer experiences.

Requirements

• Education: High school diploma or equivalent required
• Work Model: 100% in-person, on-site out of our corporate office in Waco, TX
• Work Schedule: Mon-Fri, 9am-6pm or 10am-7pm; one Saturday per month and holidays required
• 2+ years of experience in a call center environment, with 1+ years leading a team
• Proficient with technology and navigating multiple systems/applications
• Proven leadership skills with the ability to inspire and guide a team toward achieving individual and group goals.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-first mindset.

Nice To Haves

• Experience in sales, marketing, or the healthcare industry is an advantage

Responsibilities

• Team Leadership : Coach, mentor, and develop team members on scripting, policies, procedures, and key performance metrics.
• Performance Management : Monitor and evaluate phone, email, and other customer and Miracle-Ear Store interactions. Provide feedback through coaching and regular performance reviews to drive improvement and success.
• Escalation Handling : Take ownership of escalated customer and Miracle-Ear issues, ensuring prompt and effective resolution.
• Quality Assurance : Conduct regular call reviews and quality checks. Deliver constructive feedback to ensure adherence to company standards and policies.
• Provide other duties as required which may include, but are not limited to reception support, admin support, clinic support, and basic invoicing

Benefits

• Compensation: $19/hour plus incentive
• Health Insurance: Medical, Dental, Vision
• Retirement: 401K (with employer match)
• Work Life Balance: Paid Time Off, Paid Holidays
• Professional development and growth opportunities within the department and company

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees