Satisfaction Research Center Manager Home Care Pulse
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At Home Care Pulse, our goal is to have a positive impact on the lives of millions of aging seniors and other home care recipients across North America. We do this by working closely with home care providers to gauge the quality of care they provide their clients, and coach them on possible improvements that could be made. We do what we do because we believe that every person deserves to be cared for with dignity, respect and love.
The Satisfaction Research Center (SRC) Manager, under the direction of the Director of Operations, leads and manages the operations and Associates of the SRC. Associates perform interviews over the phone with home care recipients and their loved ones across the country. These are not cold calls, nor are they sales calls, the interviewees are expecting the call. Through this process, Associates have a chance to make a profound difference in the quality of life of the interviewees by gathering their feedback, which is directly reported to their home care provider.
Home Care Pulse, LLC
Director of Operations
Salary – Based upon experience and skill level
Manage SRC Associates and Trainors including hiring, termination, recruiting, continuous training and coaching and monitoring, payroll, bonus compensation, and performance.
Meet SRC financial objectives by setting and meeting performance targets for speed, efficiency, quality and completion of interviews.
Develop and implement motivational incentives and programs.
Prepare research center performance reports by collecting, analyzing, and summarizing data and trends.
Achieve organization goals by accepting ownership for accomplishing new and different requests.
knowledge of sales principles and methods
excellent communication skills
a strong customer focus and excellent telephone manner
the ability to work well in teams
leadership skills and the ability to motivate and develop staff
a desire to help others work towards targets and develop their skills
confidence and a good business sense
ability to set, meet and exceed performance goals
a focused and self-motivated approach to work
ability to manage change
The ideal candidate will have a Bachelor’s degree in a business-related field and previous call center supervisory or management experience. Sales background a plus.
Experience in data analytics and call center reporting is also helpful.