Lincare is hiring: Director, Call Center Analytics in Clearwater

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