Manager of Customer Care Center

at Starkey Laboratories, Inc. in Glencoe, Minnesota, United States

Job Description

Description

At Audibel, a subsidiary of Starkey, we are setting a new standard for excellence in hearing healthcare with commitment to our Patient Journey philosophy. This philosophy is driven solely by the special needs of our patients and our commitment to serve them. That means carefully guiding our patients on how to choose the best style and technology to enhance their lifestyle. The National Customer Care Center Manager is responsible for working with Call Center Representatives and monitoring Call Source reporting to maintain a department-wide appointment conversion rate of 80% or better. By increasing appointments created from prospect calls, we ensure maximum sales opportunities for our offices, and a better return on marketing expenses. This position will report to the Marketing Director and work with him developing training tactics and metrics for success.

Approach and Deployment:
Use call processing reporting to measure and manage call center performance
Monitor missed opportunity reporting to identify methods for improvement
Coach and train Representatives individually to maximize appointment conversion
Address common mistakes in call handling
Look for trends in call handling that point to sources for low appointment conversion.
Identify locations with poor appointment conversion, and determine if it's related to scheduling, patient requests, etc.
Recognize campaigns with low conversion rates
Create inventive solutions to improve marketing performance as it relates to opportunity handling
Proactively review performance & metrics with Customer Care Center Representatives
Communicate regularly with Marketing Team, RMs, RDS, and other staff to address concerns and resolve conflicts
Foster a professional and positive culture across the customer care center
Communicate regularly with Marketing Coordinators, RMs, RDs, and other staff to address concerns and resolve conflicts
Work with Manager to correct scheduling errors in a timely manner, and identify ways of preventing future mistakes
Monitor hold time, abandon rate and connection rate daily while ensuring optimal call handling is taking place
Results - Performance Measures (How to Measure Success):
Appointment conversion rate
Customer feedback
90% call connection rate, 10% abandon rate
Other Duties (Non Measurable):
Support Northland Employee Corporate and/or Department Guidelines
Check and verify quality
Support corporate health and safety objectives
React to change productively and handle other essential duties as assigned
Job Requirements:

Minimum education, certification and experience requirements:

Education:

High school graduate or equivalent work history

Experience:
Previous customer service or call center experience, familiarity with hearing aid industry preferred
Experience coaching and training customer service agents
Advanced knowledge of software systems including: MS Office, MS Dynamics CRM, patient management software
Skills & Abilities:
Good problem solving, analytical abilities, effective communication, organizational and interpersonal skills, and Presentation skills required
Responsibilities

Exercise of authority or supervision over others in the call center team of 25

Budgetary Responsibilities:

NA

Confidential Information:

This position has access to a variety of confidential personnel data and customer data

Required Communication:

This position communicates regularly with internal leadership, internal marketing team, clinic teams, prospective patients and outside vendors.

Working Conditions:

Normal office conditions

Equipment Operation:

Normal office equipment

The above declarations are not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Starkey Hearing Technologies is an Equal Opportunity Employer Minority/Female/Vet/Disabled.