Sleep Ops Manager | Customer Experience & Processes

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

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.