• 03-Sep-2021 to Until Filled (CST)
  • Care Department
  • Olivette, MO, USA
  • Full Time

At HDIS, we treat our customers with the same care and compassion as we do our own family members, providing quality products, outstanding service, and discreet free delivery. For more than 35 years, we continue to make it our daily mission is to provide solutions that make life fuller and easier for our customers.

Job Summary

The Call Center Operations Manager leads the sales and service functions of a dynamic team of caring staff consisting of Customer Care Representatives, Supervisors, and Team Leaders. The Operations Manager critically evaluates all elements of customer engagement, sales, technology, and support, and plays an active role creating a positive culture for staff, delivering exceptional customer experience, and driving the health and growth of our business.

The position will be responsible for managing performance of a team including: onboarding new hires, coaching and development, and achievement of key performance indicators related to productivity, service, quality, new customer acquisition, and customer retention.

The Operations Manager provides input into the HDIS customer care strategy and executes the strategy to maximize revenue and strengthen customer loyalty. The Call Center Operations Manager provides the daily operational leadership for an assigned team, including working closely with the VP of Customer Engagement, Marketing Managers, support staff, and frontline leaders to achieve strategic objectives.

Essential Functions

  • Promote and adhere to HDIS' Core Values: Integrity, Compassion, Excellence, Respect, and Commitment to Quality
  • Lead a team within the Customer Care Operation:
    • Work with VP to establish policies and procedures to drive customer engagement
    • Establish objectives, goals, & service standards
    • Lead and develop employees to help them reach their full potential
    • Provide performance feedback routinely and conduct performance evaluations in a timely manner
    • Monitor team and customer interactions, provide feedback, and coaching as needed, providing insights quality, training, and leadership
  • Effectively analyze, evaluate, and adjust relative to interaction trends, customer behaviors, and operational processes
  • Ongoing analysis of results and successes; implement process improvements and best practices
  • Collaborate with Marketing and Operations Teams to develop and implement customer facing strategies, acquire new customers, and retain and grow existing customer relationships
  • Provide creative insight into the sales incentives, including feedback to the Sales Manager about existing programs
  • Develop motivational and team building activities to maintain employee engagement
  • Drive customer loyalty through excellent service throughout the customer journey.
  • Critically evaluate different customer needs and preferences and lead initiatives to enhance capabilities and new practices
  • Manage external partners/outsourced functions as assigned, including some business to business interactions and relationships
  • Serve as member of HDIS' Leadership Team.
  • Lead cross-functional teams and projects
  • Manage P&L focused initiatives that drive value to the business, while preserving culture and customer experience.

Desired Qualifications (Education, Prior Experience, Specialized Skills and Knowledge)

  • 8+ years of call-center operations management experience with direct to consumer sales & service of personal care items
  • BA/BS or equivalent work experience in Business Administration, Marketing, Management, or a related field
  • Experience in accurately forecasting and managing functions of a high-growth business, including DRTV

Required Qualifications (Education, Prior Experience, Specialized Skills and Knowledge)

  • Proven success with driving new customer acquisition and growing revenue
  • Technical savvy, including proficiency with CRM, Workforce Management, and Microsoft applications
  • Strong working knowledge of telephony platforms and related applications
  • Extensive problem-solving capabilities and consultative selling
  • Ability to effectively balance strategic planning and tactical execution
  • Strong written and verbal communication skills along with excellent interpersonal skills
  • Workforce management skills and experience critical
  • Ability to lead with positivity and compassion for team members and customers alike

HDIS is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider for employment qualified applicants with criminal records in accordance with applicable law. HDIS also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

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