CCT Manager – Performance
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Job Description
CCT Manager of Performance responsible for driving sales effectiveness and KPI achievement across call center operations. Leading a team to implement performance strategies and enhance operational excellence.
Responsibilities:
- Partner with the Director of Patient Experience to develop and execute performance strategies that drive sales growth, KPI attainment, and continuous improvement across a 90+ person team.
- Translate organizational goals into measurable performance targets and actionable execution plans for sales and service teams.
- Oversee performance components of the outbound strategy including call prioritization models, lead management workflows, agent productivity measures, and KPI tracking.
- Support team leaders in implementing structured coaching, scorecards, performance routines, and development plans.
- Deliver insights and recommendations rooted in data to enhance agent performance, operational efficiency, and patient scheduling outcomes.
Requirements:
- 3 years of progressive experience in sales performance management, call center operations, business analytics, or a related performance-focused role.
- Demonstrated ability to build performance systems, KPI frameworks, and process improvements with measurable impact.
- Experience with forecasting, staffing, workforce analytics, or reporting strongly preferred.
- Bachelor’s degree or relevant experience required.
- Self-driven with the ability to lead initiatives independently and in fast-paced environments.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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