The Manager of Process Optimization is responsible for championing and developing a sustainable culture of continuous process improvement in all areas of the sleep resupply business. This employee will identify, manage, support, and facilitate business process improvement activities designed to drive revenue, operational excellence, and best practice in safety, quality, training, and productivity. The end-purpose of this position is to improve the real result of key performance indicators.
- Serve as an internal consulting leader to improve call center revenue, profitability, and customer experience
- Proactively identify opportunities for the call center and scope/launch/execute projects to capture the opportunities
- Work collaboratively with business leaders to lead and develop a continuous improvement culture
- Support and challenge the status-quo in direction setting, prioritization, and delivery of activities across call center functions
- Develop presentations that are summarized to the appropriate level (CEO, COO, RVPs, etc.)
- Actively design, deploy, and implement best practices and standardized processes, as well as build and deliver training materials to support these standard processes
- Run self-directed improvement projects delivering value to the organization
- Trained in Lean tools and techniques, preferred
- Experience as a change manager
- Experience with call center productivity metrics, preferred
- Must be proficient in Excel, Visio, PowerPoint
- Experience with Tableau, preferred
- Must have good interpersonal communication skills
Education and Experience:
- B.A. or B.S. Degree required
- 3+ years leadership experience preferred
- 3+ years working in Process Management/Process Improvement/Continuous Improvement/Project Management
Skills Required
- B.A. or B.S. Degree required
- 3+ years leadership experience preferred
- 3+ years working in Process Management/Process Improvement/Continuous Improvement/Project Management
- Proficient in Excel, Visio, PowerPoint
- Trained in Lean tools and techniques, preferred
- Experience with call center productivity metrics, preferred
- Experience with Tableau, preferred
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!
