Manager, Sleep Operations Support

externallincarecareers; Clearwater (FL); On-site; USD 65,000 - 90,000; Full time

Job summary

CPAP Supply Center is seeking a seasoned leader to oversee support departments and drive customer service excellence. You will manage headcount, coach teams, and push for sustained quality and productivity across monthly and annual targets.

The role requires strong communication skills, proficiency with Word/Excel/Outlook/PowerPoint, and a proven track record of meeting performance objectives in a call center environment.

Qualifications

• 3+ years leadership experience in a call center or related team
• 4+ years of customer service-call center experience
• Excellent verbal and written communication skills
• Proficient with Word, Excel, Outlook, and PowerPoint

Responsibilities

• Lead support departments and manage headcount to meet business targets
• Meet monthly and yearly targets for quality and productivity
• Provide guidance and leadership to direct reports
• Oversee team workload and SOP efficiency
• Maintain performance focus on current business goals
• Ensure reports are productive and meet objectives
• Influence remote employees effectively
• Contribute to managerial team with solutions and new ideas
• Participate in, implement, and monitor new initiatives to improve performance
• Oversee training and coaching of Representatives
• Foster positive culture and daily execution
• Identify opportunities for process improvements
• Support revenue and shipment targets
• Ensure a positive customer experience

Skills

Leadership

Customer service

Coaching & training

Performance management

Verbal & written communication

MS Office

Education

Associate's or Bachelor's degree

Tools

Word

Excel

Outlook

PowerPoint

Job description

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

• 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