Director, Call Center
Lincare
Date: 1 day ago
City: Clearwater, FL
Contract type: Full time
The successful candidate may be located anywhere within the Continental United States, with preference to candidates in the Clearwater, FL area
This employee coordinates, plans, and executes growth/cost efficiency strategies with leadership.
This employee coordinates, plans, and executes growth/cost efficiency strategies with leadership.
- Defines and monitors agent performance through appropriate metrics and overall effectiveness aligning to budget targets and plan
- Maximizes revenue and exceeds established targets
- Trains agents to improve customer experience
- Creates, implements, and manages sales programs to drive agent performance
- Improves call center operational efficiencies
- Performs analytics to identify opportunities and evaluate results of implemented strategies
- Analyzes and improves customer retention, order conversions, and lifetime value
- Improves call center agent metrics through analytics and strategic planning with leadership
- Continuously monitors the effectiveness of the sales programs and adjusts as needed to ensure it remains relevant and effective
- Responsible for data analytics on massive sets of complex, sometimes unstructured data
- Works with different data sources and accurately accesses the correct data within relational databases based on business needs and reporting requirements
- Works collaboratively with business leaders to coordinate and develop a continuous improvement culture
- Effectively implements and improves training/escalation management program to improve agent performance/accuracy and customer satisfaction
- Manages cost savings initiatives, executes associated plans, and meets targets
- Develops presentations, summarized to the appropriate level (CEO, COO, RVPs, etc.)
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