Head of CPAP Call Centers

8 - 10 years experience  •  Health & Fitness

Salary depends on experience
Posted on 11/16/17
Nashville, TN
8 - 10 years experience
Health & Fitness
Salary depends on experience
Posted on 11/16/17

The position will be responsible for providing leadership and day-to day management of all areas of multiple call centers including but not limited to customer satisfaction, enhancing customer experience, managing the call center financial budget and forecast.  The primary objective is to continuously improve the customer care and employee experience in achievement of all performance metrics including but not limited to customer satisfaction/experience, process improvements and productivity.

  • Participate in the establishment of the organization’s revenue objectives for each call center
  • Participate in strategic planning discussions. Arrange and organize key financial data and results for centers for monthly for review
  • Develop and lead the revenue management of each call center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue
  • Foster a culture of consistency, accountability and continuous improvement
  • Implement processes and systems that will generate higher productivity and revenues and eliminate non-revenue generating calls.
  • Drive high-performance service aligned with identified customer needs and expectations in accordance with appropriate policies.
  • Build revenue strategies and direct the sales teams
  • Ensure orders returned from operations are corrected and processed in a timely manner
  • Create, develop, recommend and implement recognition/incentive programs designed to encourage performance excellence.
  • Partner with the management team to align call center policies and systems with the Company's objectives
  • Develop and implement & communicate procedures pertinent to the effective and efficient operation of the call center
  • Keep up-to-date on information and technology affecting functional areas to increase innovation and ensures compliance. 
  • Maintain an expert knowledge of call center reporting


Job Requirements

  • Bachelor's degree preferred
  • 7-10 years of progressive call center management in a large operation
  • Demonstrated process management experience; experience in process re-engineering is a plus
  • Excellent communication, interpersonal, relationship and consensus building skills with the ability to influence at all levels of the organization; effectively gains agreement and consensus for ideas
  • Analytical Skills in order to identify and resolve problems
  • Sales management experience
  • Healthcare experience a plus
  • Warehouse management experience preferred
  • High level of proficiency in excel
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