Director of Call Center Operations

3 weeks ago


Clearwater, United States Lincare Holdings Full time
Job Description:

We are seeking a highly skilled Director of Call Center Operations to join our team at Lincare Holdings. As a key member of our operations team, you will be responsible for leading day-to-day call center activities, monitoring and evaluating key performance indicators, and implementing strategies to improve efficiency and customer satisfaction.

Key Responsibilities:
  • Call Center Leadership: Lead and manage a high-performing call center team, fostering a culture of excellence, accountability, and continuous improvement.
  • Performance Analysis: Analyze and evaluate key performance metrics, including call volume, abandon rates, and customer satisfaction, to identify areas for improvement and develop data-driven solutions.
  • Process Optimization: Develop and implement process improvements to increase efficiency, reduce costs, and enhance customer experience.
  • Team Development: Coach, mentor, and develop call center staff to ensure they have the skills and knowledge needed to excel in their roles.
Requirements:
  • Experience: 3-5 years of experience in workforce management or a related field, with a proven track record of success in call center operations.
  • Education: Bachelor's degree in business or a related field, or equivalent experience in workforce management.
  • Skills:
    • Strong leadership and communication skills
    • Ability to analyze complex data and develop strategic recommendations
    • Excellent problem-solving and critical thinking skills
    • Experience with workforce optimization software and tools
Compensation:

The estimated annual salary for this position is $85,000 - $110,000, depending on experience and qualifications.



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