Contact Center Manager of Sleep Central

: About RotechRotech Healthcare Inc. is a national leader in providing ventilators, oxygen, sleep apnea treatment, wound care solutions, diabetic solutions and home medical equipment. We help patients lead a more comfortable and productive life by keeping them engaged in their care and empowering them to manage their health and treatment at home. Rotech provides high quality medical products, services and outstanding customer care through hundreds of locations across 45 states. For additional information, visit our company homepage Rotech.com Overview and ResponsibilitiesJob Summary We are seeking a dedicated Contact Center Manager to join our Sleep Central team in Murray, KY. In this position, you are responsible for Sleep Therapy CPAP related functions including overall general supervision, training and development, performance measurement and appraisal, information and technical systems, and maintenance of open communication between Sleep Central, other internal departments, and other company locations along with overseeing CPAP Machines and CPAP supplies being shipped directly to patient homes. Essential Job Duties and Responsibilities (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Aids in the development and implementation of processes, which improve / drive efficiencies and quality within the department
• Create, implement, run, and analyze daily, weekly, and monthly reports, which track Key Performance Indicators (KPIs) specific to Sleep Central
• Daily leadership of employees who use a proprietary system to process orders from multiple different channels (Live Call, Chats, Website Orders, and Interactive Voice Response (IVR)
• Ensure all KPIs are measurable and achievable and align with company standards
• Ensure all productivity standards are met in a timely manner through measuring and monitoring
• Evaluate staffing levels and make recommendations for additional staff as needed
• Gather and analyze information in order to provide recommendations on various issues
• Identify individual, team training needs, and assist in developing plans for immediate and long-term performance improvements
• Leading a Sleep Therapy contact center with a high volume of orders that ship direct to patient homes
• Provide direction to team members and resolve problems in a timely and professional manner
• Responsible for growth and development of all direct reports
• Responsible for hiring, on-boarding training, and managing performance
• Performs other duties as assigned
QualificationsEmployment is contingent on
• Background investigation (company-wide)
• Drug screen ( when applicable for the position )
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)
Required Education and/or Experience
• High school diploma or GED equivalent, required
Preferred Education and/or Experience
• College degree, preferred
• Experience with customer service management, process management and project management, preferred
• Experience with medical equipment, preferred
• Four years of related work experience, preferred
• Four years of leadership experience, preferred
• Medical terminology, preferred
Skills and Competencies
• Effectively communicate in English; both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintain confidentiality, discretion and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management and deductive problem solving skills
• Work independently and as part of a team
Machines, Equipment and Technical Abilities
• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet
Physical Demands
• Lift and carry office equipment at times
• Requires sitting, walking, standing, talking and listening
• Requires close vision to small print on computer and/or tablet and paperwork
Rotech InformationBenefits
• 401k
• Medical, Dental and Vision
• Life Insurance and Disability
• Generous Paid Time Off and Paid Holidays
• Bonus and Incentive Opportunities
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)
Make the Right Move and Submit your Resume Today! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, Sign into your account . We appreciate your interest in Rotech Healthcare Inc. Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities. Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.