Now Hiring - Lincare Holdings Inc. - Director, Call Center in Clearwater, FL

Full description of the position

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.) Requirements: Education * Bachelor's Degree in analytics or demonstrable equivalent experience in the field (Required) * Master's Degree Preferred Work Experience * 5-7 years of relative work experience (Required) * Background in revenue growth (Required) * Maximized high level revenue growth (Required) * Background in sales-driven call center (Preferred) * Strong background in analytical consulting, data science, or related field Knowledge, Skills, and Abilities * Work on multiple projects simultaneously with competing deadlines * Advanced in Excel and/or Tableau * Detail-oriented with strong organization and project management * Demonstrates strong critical thinking and problem-solving * Excellent communication, both verbal and written