Director, Call Center – Clearwater, FL Position Available In Pinellas, Florida

Director, Call Center – Clearwater, FL Lincare Holdings United States, Florida, Clearwater Jun 25, 2025
This employee coordinates, plans, and executes growth/cost efficiency strategies with leadership.

• 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

JOB FUNCTIONS

• 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.

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