- achieves call center and individual quality and productivity goals in accordance with established objectives
- manages individual projects while contributing to other operational initiatives outside of team responsibilities
Job Responsibilities:
- Provide guidance and leadership to Inside Sales Representatives, managing and providing direction
- Key contributor in overseeing agent 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 the team of Representatives are conducting their individual responsibilities in a professional and courteous manner
- Serve as a knowledgeable and productive part of the managerial team
- Participates in, implements, and monitors new initiatives to enhance the performance of the team and the center as a whole
- Oversees training of new Representatives assigned to the team and provides refresher training as needed
- Identifies opportunities for process improvements
- Ensure activities support the organization in achieving targets
- Supports CADU behaviors ensuring a positive customer experience
- Read, write, and perform mathematic calculations and the English language effectively
- Work independently
- Detail-oriented with excellent organizational skills
- Communicate independently and verbally with personable and effective writing skills
- Work in a normal office environment utilizing a computer approximately 75% of the time
Education and Experience:
- High School diploma or GED required
- Bachelor's Degree preferred
- 4-6 years of customer service-call center experience
- 1-2 years of inside phone sales experience
- supervision experience preferred
- Inbound/outbound call blending call center experience in a multi-site environment
- Proven leadership skills in coaching, developing, and training call center personnel
- Demonstrated history of meeting performance objectives
- Health care experience preferred
Physical Demands:
The employee may frequently lift and/or move up to 10 pounds and may occasionally lift and/or move up to 10 pounds.
Skills Required
- High School diploma or GED
- Bachelor's Degree
- 4-6 years customer service / call center experience
- 1-2 years inside phone sales experience
- Supervision experience
- Inbound/outbound blended call center experience in a multi-site environment
- Proven leadership skills in coaching, developing, and training call center personnel
- Demonstrated history of meeting performance objectives
- Health care experience
- Ability to read, write, perform mathematical calculations, and use English effectively
- Ability to work independently and strong organizational attention to detail
- Ability to work in a normal office environment using a computer approximately 75% of the time
What We Do
Lincare is a leading supplier of respiratory-therapy products and services for patients in the home. You can learn more about our extensive suite of products and services by visiting our website. Everywhere we operate, Lincare is working to be a partner in patient care by providing high-quality services and supplies, promoting patient education, and building strong relationships with patients, physicians, families and caregivers. Services we offer include: Oxygen Therapy Nebulizer Therapy Sleep Therapy Ventilator Therapy Enteral Therapy Pediatric Services Caring Responders Long Term Care Disease Management Programs and More!
