Omni-Channel Contact Center Manager, Specialty Products

Rotech Healthcare; Murray (KY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Generous paid time off

Overtime pay

Bonus and incentive opportunities

Car reimbursement

401(k) and health coverage

Job summary

Rotech Healthcare Inc. is seeking a dedicated Contact Center Manager to lead a new Specialty Products Team, overseeing patient engagement, sales, and order fulfillment. You will drive KPIs, quality, and service while building a scalable operation across multiple product lines.

The role requires analytical thinking, process orientation, and ability to translate data into staffing and process improvements to meet KPIs, SLAs, and growth targets.

Qualifications

• Minimum education: high school diploma or GED.
• Preferred: college degree.
• Experience in customer service management or process management is preferred.

Responsibilities

• Analyze operational challenges and provide data-driven recommendations to improve performance, efficiency, quality, and profitability.
• Communicate results and improvement initiatives to senior leadership on a regular basis.
• Develop and maintain reporting to provide leadership visibility into performance, trends, opportunities, and risks.
• Improve processes and workflows to increase efficiency, reduce errors and improve turnaround times.
• Lead multi-channel engagement (Voice, Email, Chat, Text) ensuring timely responses to patient needs.

Education

High school diploma or GED

College degree

Job description

Rotech Healthcare Inc. is seeking a dedicated Contact Center Manager to lead a new Specialty Products Team, overseeing patient engagement, sales, and order fulfillment. You will drive KPIs, quality, and service while building a scalable operation across multiple product lines.

The role requires analytical thinking, process orientation, and ability to translate data into staffing and process improvements to meet KPIs, SLAs, and growth targets.