• Direct, administer and control the day-to-day operations and activities of the assigned team/customer account. • Ensure compliance with new and existing guidelines and procedures to provide high quality service and outstanding customer care. • Active Role by promoting the implementation and delivery of company initiatives and strategies, including partnering with Dev to ensure successful deployments. • Provide ongoing feedback in the form of coaching, correction action plans, performance evaluations and the development of SMART goals. • Accountable to meet or exceed all queue performance objectives to optimize the customer experience. • Promote and foster a positive work environment by encouraging communication and collaboration among the team. • Ensure effective communication within the Center and with key stakeholders outside of the operations (cascade relevant/important messages) • Take an active role in driving operational improvements in the Center by identifying and implementing opportunities. • Partner with Account Management to ensure we are actively working to improve the customer experience and reduce churn. • Collaborate with the HR team to maximize the recruitment strategy and manage staffing requirements. • Support and assist in the recruitment and onboarding process including suggesting refinements. • Participates in existing/potential client meetings where required.

• Conduct 200+ outbound calls/day to prospective customers to introduce products and services. • Develop a thorough understanding of our product offerings to address customer inquiries effectively. • Encourage the customer to receive a competitive quote from a licensed agent • Engage in warm calling strategies to build rapport with potential clients. • Meet or exceed daily call quotas while maintaining a high level of customer satisfaction.

• Handling inbound calls related to NPWT (Negative Pressure Wound Therapy) orders, service requests, and product inquiries from patients, physicians, skilled nursing facilities, and healthcare professionals • Documenting customer interactions and updating account information using internal systems and established procedures • Providing information regarding products, orders, and services based on approved processes, workflows, and training materials • Routing customer inquiries and service requests to the appropriate internal departments when required • Supporting a 24/7 operational environment, including overtime as business needs require

• Deliver virtual and classroom call center training for new hires and existing agents • Coach agents through live call monitoring, roleplay, and one-on-one feedback • Develop and update training materials, scripts, and sales exercises • Identify skill gaps and escalate performance risks to the Training Manager • Document daily EOD recaps and live monitoring findings with behavioral specificity