Customer Support Center Manager HYBRID

About the position

Rotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com. We are seeking a Customer Support Center Manager that will be responsible for assigned Customer Support Center operations including overall general supervision and oversight of the Center in compliance with established Company policies and procedures, personnel training and development, performance measurement and appraisal, information and technical systems, and maintenance of open communication between the Center and other Company locations.

Responsibilities

• Manages all operational functions within the Call Center
• Ensures team members comply with all Company policies and procedures and holds individuals accountable for not adhering to policies and procedures
• Aids in the development and implementation of processes that improve efficiencies and quality within the department
• Provides direction to team members and resolves problems in a timely and professional manner
• Gathers and analyzes information in order to provide recommendations on various issues
• Responsible for growth and development of all direct reports
• Ensures all productivity standards are met in a timely manner through measuring and monitoring
• Runs and analyzes weekly and monthly reports for performance measurement and efficiencies
• Interviews and hires staff as needed and approved by senior management
• Identifies team and individual training needs and assists in developing plans for immediate and long-term performance improvements

Requirements

• High school diploma or GED equivalent
• Three to five years of supervisory experience
• Experience in the healthcare industry preferred
• Four or more years of Call Center experience preferred

Benefits

• Generous paid time Off and paid holidays
• Overtime pay for non-exempt hourly positions based on business needs
• Commission for Account Executives
• Fixed and variable rate car reimbursement for Area Managers and Account Executives
• Employee discount program
• Employee recognition program
• Bonus and incentive opportunities
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)
• EAP
• 401k
• Medical, Prescription, Dental and Vision
• HSA and FSA/Dependent Care FSA
• Life Insurance, Disability, Accidental death, Identity protection and Legal services
• Meru Health
• Mental health and Mercer SmartConnect
• Medicare programs
• Livongo Diabetes and High Blood Pressure programs
• Healthcare Bluebook and RX Savings solutions programs
• HEPB and TB vaccinations