Site Manager CCC

Overview

The Site Manager provides leadership for multiple locations, supporting departments at the CPAP Call Center in matters relating to the servicing of customers.

• Achieves call center and individual quality and productivity goals in accordance with established objectives
• Manages individual projects and contributes to other operational initiatives outside of team responsibilities
• Ensure headcount of sales agents is appropriate to support the business
• Hiring and maintaining Supply Managers for designated sites as well as engaging in the hiring of Team Leads
• Meeting business targets on a monthly and yearly basis
• Provides guidance and leadership skills to Inside Sales Team Leads and Supply Managers, assisting with management and direction of their team
• Will complete performance evaluations as needed and support with employee terminations
• Key contributor in overseeing Supply Manager and Team Lead workload to ensure standard operating procedures are efficient and maximized for business performance
• Focuses and maintains performance efforts of the team on current business goals
• Works to ensure that their direct reports are productive and meet their individual business objectives and conduct their responsibilities in a professional and courteous manner
• Serves as a knowledgeable and productive part of the managerial team, offering solutions and new ideas to execute on business objectives
• Participates, implements, and monitors new initiatives to enhance the performance of the team and the center as a whole
• Supports a positive Sales culture by driving execution on a daily basis, creating team engagement and excitement
• Identifies opportunities for process improvements
• Ensure activities support the organization in achieving revenue and shipment targets

• 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, Power Point

• Associate or Bachelor's Degree preferred
• Experience with call center productivity metrics preferred
• Health care experience beneficial
• 5+ years leadership experience (including supervision of management level employees)
• 5+ years of customer service/call center experience

The employee must frequently lift and/or move up to 10 pounds.