Director, Customer Care Center

Company Overview

Sonova Holding AG, headquartered in Stäfa, Switzerland, is the leading manufacturer of innovative hearing care solutions worldwide. The group operates through its core business brands – Phonak, Unitron, Advanced Bionics and Connect Hearing – and offers its customers one of the most comprehensive product portfolios in the industry – from hearing aids to cochlear implants to wireless communication solutions.

Founded in 1947, the company is currently present in over 90 countries across the globe and has a workforce of over 9,000 dedicated employees. It is a public company, traded on the SIX Swiss Exchange.

Sonova e-HearingCare, headquartered in Brentwood, TN, is the business to consumer (B2C) digital marketing and contact center competency center for U.S. retail brand, Connect Hearing. It partners with hearing care professionals throughout the country, to assist patients in finding the best hearing solution that fits their individual needs. The company also focuses on marketing and operational opportunities across the healthcare industry through several brand identities.

Position Summary

The Manager, Customer Care Center will direct and shape the omni-channel and multi-brand consumer facing Contact Center strategies, processes and activities to optimize revenue generating appointment conversion and consumer support. The Manager will enhance the Connect Hearing brand, fostering individual brand respect and recognition through outstanding service experiences through inbound and outbound phone calls and chat contacts. The Manager will provide strategically grounded insight and advice to all concerning consumer responses and will work across organizations to improve the consumer experience. This position is key to Connect Hearing’s success by ensuring high customer satisfaction based on support responsiveness, professionalism, proper brand representation, and efficient appointment conversion. The Manager should drive continuous process improvement and best practice sharing across all supported brands including efficiencies and conversion techniques. The Manager will look for ways to integrate processes across various departments and companies to create and drive service excellence to meet our customers’ needs and our financial commitments.

This position will be based out of Brentwood, Tennessee.

Responsibilities

· Design, create, and implement multi-brand key strategies, processes and initiatives to improve lead conversion and revenue generation through consumer appointment conversion at all levels within the company.

· Under the direction of Marketing, partner with the marketing to document the vision for conversion scripting and brand representation and customer experience talk tracks for the agents.

· Actively manage to industry standards marginal cost per call indexes by leveraging streamline processes, creating operational efficiencies and trainings.

· Launch, staff and train on new customer communication platforms to ensure an omni-channel contact center approach, thereby allowing for a seamless conversion process regardless of contact channel.

· Collaborate with key stakeholders across group companies to translate customer and consumer needs into branded product feedback and strategic direction.

· Achieve quality results through team interaction and effective cross-group and cross-functional collaboration.

· Reinforce best customer services practices on a daily basis, and develop and implement new best practices to meet the growing needs of the organization.

· Implement consumer-focused business processes and reporting to effectively capture connectivity rates, quality of experience and key appointment conversion metrics.

· Reinforce call monitoring quality and consistent application of standard operating procedures for the contact center.

· Manage the Contact Center budget and meet monthly appointment conversion, demand and budget targets

· Establish the recruiting, training, professional development and performance management framework that will result in effective and satisfied managers and employees who serve satisfied customers.

Qualifications/Skills

General Skills and Attributes:

• Proven track record in defining and leading an omni-channel and multi-brand consumer facing contact center and support organization
• Experience developing and implementing multi-brand segregation in customer support plans, policies, and procedures
• Evidence of driving continuous improvements within an organization in benefit of the customer experience
• Experience in driving best practices to optimize outbound, inbound and omni-channel conversion efforts
• Possess excellent leadership, management, and communication skills – is credible at the senior level.
• Experience training, motivating, and driving a team of customer support or inside sales personnel
• Excellent understanding of all areas of business operations and able to effectively work with all departments within the organization to promote the customer experience

Education:

• Undergraduate Degree required, graduate degree preferred, or the equivalent in work experience.

Work Experience:

• 7-9+ years’ experience as Customer Support Director-level experience, with inside sales experience preferred
• Health, wellness, or medical industry background preferred
• Demonstration of the ability to lead, coach, and develop effective teams
• Proven marketing, sales and business growth success within a customer-focused environment preferred

Job Type: Full-time

Experience:

• Staffing: 5 years (Preferred)
• Call Center Management: 7 years (Preferred)
• Managing Inside Sales Team: 5 years (Preferred)
• In Contact Dialing System: 5 years (Preferred)
• Budget Management: 5 years (Preferred)

Education:

• Bachelor’s (Required)

Additional Compensation:

• Bonuses

Work Location:

• One location

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• Retirement plan
• Paid time off