Manager, Sleep Operations Support

Leadership Role At CPAP Supply Center

This employee provides leadership for the supporting departments at the CPAP Supply Center in matters relating to the servicing of customers, achieves call center and individual quality and productivity goals in accordance with established objectives, and also manages individual projects and contributes to other operational initiatives outside of team responsibilities.

Responsibilities include:

• Ensuring headcount of support departments is appropriate to support the business
• Meeting business targets on a monthly and yearly basis
• Providing guidance and leadership skills to direct reports, assisting with management and direction of their teams
• Key contributor in overseeing team workload and ensuring standard operating procedures are efficient and maximized for business performance
• Focusing and maintaining performance efforts of the team on current business goals
• Working to ensure that their direct reports are productive and meet their individual business objectives, and conduct their responsibilities in a professional and courteous manner
• Successful experience influencing employees working remotely
• Serving as a knowledgeable and productive part of the managerial team, offering solutions and new ideas to execute on business objectives
• Participating, implementing, and monitoring new initiatives to enhance the performance of the team and the center as a whole
• Overseeing training and coaching of Representatives assigned to the team and providing refresher training as needed
• Supporting a positive culture by driving execution daily and creating team engagement and excitement
• Identifying opportunities for process improvements
• Ensuring activities support the organization in achieving revenue and shipment targets
• Ensuring a positive customer experience

Qualifications include:

• 3+ years leadership experience
• 4+ years of customer service-call center experience
• Proven leadership skills in coaching, developing, and training call center personnel
• Demonstrated history of meeting performance objectives
• Excellent verbal and written communications skills are a must
• Proficient with computer applications including Word, Excel, Outlook, and PowerPoint
• Associate's or bachelor's degree preferred
• Experience with call center productivity metrics preferred
• Health care experience beneficial