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Summary
The Call Center Manager shall possess the drive to improve our various sales, documentation, customer service, re-order, and DME distributor teams by developing and implementing strategic call center plans to drive business growth. The call center manager must possess an ability to understand medical compliance in call centers with matters pertaining to Medicare guidelines and HIPAA, as well as analyze trends throughout our diverse marketing channels to promote sales growth. We are searching for an experienced and versatile manager who is eager to learn about our patients, our employees' needs, and fill gaps in communication or compliance. Our ideal candidate has experience developing and executing training campaigns while managing and inspiring departmental teams, furthermore, understanding that sales is about making connections with people who want a product or service. They will be comfortable with day-to-day sales, training, call auditing activities, and evaluating their role in the business's long-term strategy, thriving with tight deadlines and changing needs.
Essential functions
- Assess productivity and identify inefficiencies in the call centers to best choose a training program that will standardize and maximize employee's performances of first shipped and reorder units.
- Learn the multiple business segments to evaluate training gaps in the inbound and outbound sales funnel, in documentation team outbound call to physician offices, in the distributor outbound call for reorders, and finally in customer service to our patients.
- Design and deploy these multiple training programs to meet the strategic direction of the company, whereas first connection engagements with customers for inbound calls and maintained relationships for reorder outbound calls is essential.
- Own the management and administration of new employee orientation sessions and be responsible for end-to-end training processes.
- Deploy new scripts in coordination and purview of management and train employees on new software at BioDerm Inc. and Wound Care Resources.
- Structure a wide variety of inclusive training methods to satisfy BioDerm's diverse workforce, even individual training plans, to provide prompt and objective coaching and counselling to employees.
- Perform regular assessments of agents by auditing their calls and coaching them on verbiage or compliance, promoting sales and culture excellence.
- Create training KPI's to monitor the effectiveness of the training program. Report trends daily/monthly/quarterly, documenting areas of improvement, and highlighting any needs or issues to management's attention with a plan of optimization.
- Build out scalable training programs for future acquisitions.
- Performs other related duties as assigned including reporting on resources required to implement duties of the job.
Work environment.
- Works in office, temperature regulated.
- Remote work from home may be available as needed.
Physical demands
- Visual and hearing acuity; correctable.
- Manual dexterity in use of computer equipment.
- Reasonable accommodations may be provided to individuals with disabilities to perform the essential functions of the position.
Travel required.
- Less than 10%, or as needed.
Required education, skills, and experience.
- Excellent verbal and written communication skills.
- Previous supervisory experience with call center associates
- Ability to moderate large groups.
- Extremely organized and detail oriented.
- Advanced customer service skills and techniques.
- Thorough understanding of training processes.
- Ability to professionally communicate with a variety of levels of individuals, including making formal presentations.
- Must be knowledgeable and comfortable answering on-the-spot product questions during training.
- Proficient with Microsoft Office Suite or related software.
- Previous sales experience in a direct to consumer business model.
- Bachelor's degree in business administration or a related field preferred.
- Experienced in team building exercises, spiffs, documenting trainings for employee folders, monitoring and auditing employees.
Additional eligibility requirements
- Pre-employment background check and drug screening.
Work authorization/security clearance requirements.
- Authorized to work in the United States.
Affirmative Action/EEO statement
Bioderm is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.