Inbound Contact Center Manager manages inbound contact center agents and operations focusing on selling products or services. Develops standards and monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and standard customer response procedures. Sets and communicates operational policies and procedures. Additionally, Inbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Inbound Contact Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be an Inbound Contact Center Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Description
About us
LifeMD is a leading provider of virtual primary care committed to enhancing access to quality and affordable virtual and in-home healthcare.
The company operates a vertically-integrated proprietary digital care platform, backed by a 50-state affiliated medical group and a US-based patient care center.
LifeMD was recently ranked #166 in the 2023 Deloitte Fast 500.
About The Role
We are looking for an experienced Contact Center Manager who will play a pivotal role in ensuring the success of our contact center performance.
The ideal candidate will be passionate about leveraging data-driven insights to optimize processes, enhance efficiency, and elevate patient experiences.
The Contact Center Manager will be responsible for overseeing the performance of each of our contact center teams, setting clear expectations, and holding team members accountable for achieving and surpassing key performance indicators (KPIs).
This role will be responsible for improving sales conversion metrics and enhancing patient satisfaction while maximizing employee engagement and productivity.
Responsibilities
Generate actionable insights and recommendations to increase productivity, improve service quality, and decrease response times
Identify and recommend relevant innovations to senior leadership
Provide weekly, monthly and quarterly updates to leadership on call center performance, trends, and improvement initiatives
Requirements
Benefits
Last updated : 2024-05-01