CCT Manager – Performance
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Job Description
CCT Manager of Performance overseeing a high-volume inbound and outbound call center sales teams. Driving sales effectiveness and KPI achievement while managing performance leaders and developing strategies.
Responsibilities:
- Partner with the Director of Patient Experience to develop and execute performance strategies
- Translate organizational goals into measurable performance targets
- Oversee performance components of the outbound strategy
- Support team leaders in implementing structured coaching and development plans
- Own the design, tracking, and improvement of performance dashboards and reporting metrics
- Collaborate with Workforce Management to ensure staffing models align with performance goals
- Partner with IT to support tools and systems that enhance agent performance
- Work closely with HR to support performance-related communication and initiatives
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.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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