Lincare
Overview
Director, Call Center Analytics
at
Lincare
This employee coordinates, plans, and executes growth/cost efficiency strategies with leadership.
Responsibilities
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
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.)
Position Details
Seniority level: Director
Employment type: Full-time
Job function: Research, Analyst, and Information Technology
Industries: Hospitals and Health Care
#J-18808-Ljbffr
at
Lincare
This employee coordinates, plans, and executes growth/cost efficiency strategies with leadership.
Responsibilities
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
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.)
Position Details
Seniority level: Director
Employment type: Full-time
Job function: Research, Analyst, and Information Technology
Industries: Hospitals and Health Care
#J-18808-Ljbffr