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Director, Call Center - Clearwater, FL

Lincare Holdings
United States, Florida, Clearwater
Apr 15, 2025
Remote position with preference to Clearwater, Florida This employee coordinates, plans, and executes growth/cost efficiency strategies with leadership. * Defines and monitors agent performance through appropriate metrics and overall effectiveness aligning to budget targets and plan * Maximizes revenue and exceeds established targets * Trains agents to improve customer experience JOB FUNCTIONS * Creates, implements, and manages sales programs to drive agent performance * Improves call center operational efficiencies * Performs analytics to identify opportunities and evaluate results of implemented strategies * Analyzes and improves customer retention, order conversions, and lifetime value * Improves call center agent metrics through analytics and strategic planning with leadership * Continuously monitors the effectiveness of the sales programs and adjusts as needed to ensure it remains relevant and effective * Responsible for data analytics on massive sets of complex, sometimes unstructured data * Works with different data sources and accurately accesses the correct data within relational databases based on business needs and reporting requirements * Works collaboratively with business leaders to coordinate and develop a continuous improvement culture * Effectively implements and improves training/escalation management program to improve agent performance/accuracy and customer satisfaction * Manages cost savings initiatives, executes associated plans, and meets targets * Develops presentations, summarized to the appropriate level (CEO, COO, RVPs, etc.)