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.