Manager, Sleep Operations Support

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.

• 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

Qualifications

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