Manager, Sleep Operations Support

Lincare•Clearwater, FL

10d

About The Position

This employee provides leadership for the supporting departments at the CPAP Supply Center in matters relating to the servicing of customers, achieves call center and individual quality and productivity goals in accordance with established objectives, and also manages individual projects and contributes to other operational initiatives outside of team responsibilities.

Requirements

3+ years leadership experience
4+ years of customer service-call center experience
Proven leadership skills in coaching, developing, and training call center personnel
Demonstrated history of meeting performance objectives
Excellent verbal and written communications skills are a must
Proficient with computer applications including Word, Excel, Outlook, and PowerPoint

Nice To Haves

Associate's or bachelor's degree preferred
Experience with call center productivity metrics preferred
Health care experience beneficial

Responsibilities

Ensure headcount of support departments is appropriate to support the business
Meet business targets on a monthly and yearly basis
Provide guidance and leadership skills to direct reports, assisting with management and direction of their teams
Key contributor in overseeing team workload and ensuring standard operating procedures are efficient and maximized for business performance
Focus and maintain performance efforts of the team on current business goals
Work to ensure that their direct reports are productive and meet their individual business objectives, and conduct their responsibilities in a professional and courteous manner
Successful experience influencing employees working remotely
Serve as a knowledgeable and productive part of the managerial team, offering solutions and new ideas to execute on business objectives
Participate, implement, and monitor new initiatives to enhance the performance of the team and the center as a whole
Oversee training and coaching of Representatives assigned to the team and provide refresher training as needed
Support a positive culture by driving execution daily and creating team engagement and excitement
Identify opportunities for process improvements
Ensure activities support the organization in achieving revenue and shipment targets
Ensure a positive customer experience