Call Center Manager - Customer Support

At ZOLL, we're passionate about improving patient outcomes and helping save lives. We provide innovative technologies that make a meaningful difference in people's lives. Our medical devices, software and related services are used worldwide to diagnose and treat patients suffering from serious cardiopulmonary and respiratory conditions.

ZOLL Itamar is an innovative medical device technology company that focuses on the development and manufacturing of Home Sleep Apnea Tests to aid in the diagnosis of respiratory sleep disorders. Our core product is the WatchPAT®️ family, a revolutionary FDA-cleared portable home sleep apnea test device, that is based on proprietary signal and analysis. 80% of patients who have sleep apnea are undiagnosed. We are committed to reach those undiagnosed patients and provide testing to promote wellness and enhance overall quality of life. WatchPAT®️ is commercially available within major markets including the U.S., Japan, and Europe, and is the leading home sleep apnea test in the US. ZOLL Itamar's corporate headquarters, research and development and manufacturing are located in Israel with U.S. headquarters based in Atlanta, GA.

Job Type

Hybrid

Job Summary

We are looking for a high energy, focused and experienced Customer Support Call Center Manager to take our Technical Customer Service team to a new level. The Customer Support Manager will lead a department that provides excellent customer service. Overseas daily operations, leading a team of agents to deliver high-quality customer service, resolve complex issues, and meet performance metrics (KPIs) like service level, abandonment rate and customer satisfaction. They are responsible for recruiting, training, coaching, and motivating staff, as well as optimizing workflows, analyzing data reports, and ensuring compliance with company policies.

This person will support our customers, patients, sales reps, and clinicians with customer service questions and technical troubleshooting issues, while ensuring that the organization's goals are met with efficiency and effectiveness, creating engaged customers while increasing customer satisfaction, loyalty and retention. We are looking for a high-energy, self-motivated professional who is ready to join our team.

Essential Functions

• Build, lead and motivate the Customer Support Team to ensure the best customer service and technical service possible.

• Build the team hierarchy needed (L2, team leader)

• Schedule a 24/7 agents shift plan that will support all KPI requirements

• Responsible for recruiting and training new team members.

• Track and analyze key performance indicators (KPIs) such as average handle time, abandonment rates, and resolution rates, generating reports to improve efficiency.

• Develop processes, procedures, policies and standards.

• Develop and monitor KPI’s to support efficiency and growth.

• Ensures the team works according to procedure, responding to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards.

• Serves as a level of support to manage escalated complex issues. Monitor calls and interactions to ensure compliance, handle escalated customer complaints, and provide support for difficult issues.

• Manages the technical team activities to handle return materials, upgrades, repairs and inspections.

• Facilitates organic growth through initiating service/maintenance revenue plans and generating profitable revenue.

• Develop a deep understanding of devices, products and services.

• Understands products and can educate internal and external customers.

• Retains customers through great customer and technical support.

• Enhance support activities with bringing in new support features

• Maintain QA system and processes for the US site

Required/Preferred Education and Experience

• Bachelor’s Degree Preferred

• Five + Years proven experience as a Customer Service Call Center Manager or Leader

• Proven experience in managing customer support medical call centers is a must.

• Experience in handheld medical technology preferred.

Knowledge, Skills and Abilities

• Proficiency with CRM software, call center technology (SalesForce, IVR),telephone systems and call tracking technology a must.

• Advanced computer skills - Word, Excel, Outlook, Salesforce a must.

• Strong skills in data analysis and reporting.

• Awareness of industry technology, trends and applications.

• Experience with External/Internal audit procedures.

• Experience with FDA Audit p