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Founded in 1991, The SCOOTER Store is headquartered in New Braunfels, Texas and has locations and a network of service specialists across America. The SCOOTER Store has grown from a vision into a highly successful national enterprise with over 2,200 employee-owners.
The SCOOTER Store maintains strict compliance with Medicare regulations and works through the Power Mobility Coalition to ensure the availability of additional consumer safeguards and industry standards such as ongoing customer service and product maintenance. The SCOOTER Store is accredited by the Accreditation Commission for Health Care, Inc. (ACHC).
Summary: Responsible for the administrative duties and tracking of the outbound call center dialer performance and dialer operations reporting that will allow the organization to meet and exceed its service level and performance objectives. Will assist the Customer Contact Center Outbound Dialing Director and Managers with communication of dialer and operational policies and procedures, monitoring call volume, and tracking of dialer and call statistics. Perform other duties as assigned by management as required.
Essential Duties and Responsibilities:
• Deployment of outbound resources to meet project requirements.
• Prepare and track call statistics and project performance.
• Monitor project, employee, and team workload.
• Monitor intraday, daily, and monthly project performance and re-allocates outbound resources as necessary to achieve performance objectives.
• Ensures project specific performance such as under or over dialing.
• Continuously evaluates and identifies opportunities for improvement.
• Updates and communicates dialer procedures and provides information to management for decision making.
Education and/or Experience: High school diploma or general education degree (GED); and three to five years’ related experience and/or training; or equivalent combination of education and experience.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Familiarity with call center technology and telephony reporting.
• Manage call volumes while adjusting staff as necessary.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Interpret an extensive variety of technical instructions and deal with several abstract and concrete variables.
• Strong problem solving skills that enable quick identification of opportunities for improvement.
• Apply moderately complex mathematical equations as applicable. (For example: calculating, commissions, proportions, percentages, ratios, and volume, and applying concepts of basic algebra).
• Excellent customer service skills with enthusiastic nature.
• Use spreadsheet, database, word processing or financial software to enter, edit and retrieve data.
• Strong organizational, planning, and analytical skills.
• Effectively follow-up on tasks/projects assigned.
• Review, edit, and create reports, business correspondence and procedure manuals.
• Effectively present information and respond to questions from upper management, supervisors, customers and the general public.
• Communicate technical concepts and potential solutions to management.
Certificates, Licenses, Registrations: N/A
Other Knowledge, Skills and Abilities:
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office applications and Dialer Operations.
• SQL Programming.
In return for your experience, The SCOOTER Store offers a competitive salary and a generous benefits package.
The SCOOTER Store World Headquarters, Distribution Centers, and Stores are tobacco-free facilities.
The SCOOTER Store is an Equal Opportunity Employer.
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