Customer Care Call Center Manager

Home Diagnostics, Inc.

Home Diagnostics, Inc. based in Fort Lauderdale, Florida, since 1985, is one of the leading providers of diabetes products to retail pharmacy, mail service home medical and the durable medical marketplace. Having gone public in 2006, HDI is traded on NASDAQ: HDIX. HDI also works closely with hospitals and long-term care facilities to help them more affordably monitor and manage their patients with diabetes. We have expanded our partnerships to include dialysis and respiratory care centers that have a high incidence of diabetes among patients receiving treatment.  Please visit our website: www.homediagnostics.com

We offer a competitive salary,   company performance bonuses, and a full benefits package including 401(k).  We create a stimulating work environment that places a premium on associate contributions and development. HDI will re-locate the right candidate to warm, sunny South Florida.  Send resumes to Bill Brown, Corporate Recruiter at: [Click Here to Email Your Resumé]

HDI currently has an opening for Customer Care Manager based at our corporate offices in Fort Lauderdale.  

Summary:

Manage the call center operation of product inquiries and provide excellent customer care to the end-users of our products

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage a team of 35+ customer care phone agents and supporting staf
• Hiring and staffing to meet service levels and business requirements
• Development of new hire training programs and an on-going training of staff
• Complete reporting on all customer care metrics using Avaya call management system and Heat incident tracking software package
• Ability to identify and nurture strong talent in the team for career path growth
• Ability to hold the team responsible for excellence in the customer experience
• Thorough understanding of product offerings and product integration strategies
• Development of new “preferred customer" data base

Education and/or Experience: 

• Minimum of a Bachelors degree required, MBA is preferred
• REQUIRED 5-10 years Call Center experience in a healthcare organization
• Business development background and or experience required
• Strong interpersonal, organizational planning and oral and written communication required
• International experience and multiple languages a plus

Summary:

Manage the call center operation of product inquiries and provide excellent customer care to the end-users of our products

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage a team of 35+ customer care phone agents and supporting staf
• Hiring and staffing to meet service levels and business requirements
• Development of new hire training programs and an on-going training of staff
• Complete reporting on all customer care metrics using Avaya call management system and Heat incident tracking software package
• Ability to identify and nurture strong talent in the team for career path growth
• Ability to hold the team responsible for excellence in the customer experience
• Thorough understanding of product offerings and product integration strategies
• Development of new “preferred customer" data base

Education and/or Experience: 

• Minimum of a Bachelors degree required, MBA is preferred
• REQUIRED 5-10 years Call Center experience in a healthcare organization
• Business development background and or experience required
• Strong interpersonal, organizational planning and oral and written communication required
• International experience and multiple languages a plus