ZOLL Medical Corporation · 16 hours ago
Call Center Manager - Customer Support
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
$90K/yr - $105K/yr
5+ years expZOLL Medical Corporation is dedicated to improving patient outcomes through innovative medical technologies. They are seeking a Customer Support Call Center Manager to lead a team in providing excellent customer service, resolving complex issues, and optimizing workflows to enhance customer satisfaction and retention.
Health CareMedical DeviceSoftware
Responsibilities
Build, lead and motivate the Customer Support Team to ensure the best customer service and technical service possible
Build the team hierarchy needed (L2, team leader)
Schedule a 24/7 agents shift plan that will support all KPI requirements
Responsible for recruiting and training new team members
Track and analyze key performance indicators (KPIs) such as average handle time, abandonment rates, and resolution rates, generating reports to improve efficiency
Develop processes, procedures, policies and standards
Develop and monitor KPI’s to support efficiency and growth
Ensures the team works according to procedure, responding to inquiries in a timely, professional manner which meets high-quality, productivity and performance standards
Serves as a level of support to manage escalated complex issues. Monitor calls and interactions to ensure compliance, handle escalated customer complaints, and provide support for difficult issues
Manages the technical team activities to handle return materials, upgrades, repairs and inspections
Facilitates organic growth through initiating service/maintenance revenue plans and generating profitable revenue
Develop a deep understanding of devices, products and services
Understands products and can educate internal and external customers
Retains customers through great customer and technical support
Enhance support activities with bringing in new support features
Maintain QA system and processes for the US site
Qualification
Required
Bachelor's Degree Preferred
Five + Years proven experience as a Customer Service Call Center Manager or Leader
Proven experience in managing customer support medical call centers is a must
Proficiency with CRM software, call center technology (SalesForce, IVR), telephone systems and call tracking technology a must
Advanced computer skills - Word, Excel, Outlook, Salesforce a must
Strong skills in data analysis and reporting
Awareness of industry technology, trends and applications
Experience with External/Internal audit procedures
Experience with FDA Audit procedures
Good technical aptitude
Excellent verbal and written skills
Highly organized person with exceptional attention to detail, ability to multi-task and work under pressure
Strong analytical and reasoning skills
Someone who is a quick learner with the ability to understand a wide range of issues and topics
Able to effectively plan and delegate work
Able to work independently but someone who is excited to be a part of a dynamic team
Preferred
Experience in handheld medical technology preferred
Benefits
This position is eligible for an annual bonus in accordance with the company's bonus plan.
Details of ZOLL's comprehensive benefits plans can be found at www.zollbenefits.com.
Company
ZOLL Medical Corporation
ZOLL Medical Corporation, an Asahi Kasei Group Company, develops and markets medical devices and software solutions that help advance emergency care and save lives, while increasing clinical and operational efficiencies.
1001-5000 employees
H1B Sponsorship
ZOLL Medical Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (6)
2023 (8)
2022 (8)
2021 (2)
2020 (6)
Funding
Current Stage
Late StageLeadership Team
Jon Rennert
CEO
Aaron Grossman
Chief Legal Officer
Recent News
2026-01-13
Business Wire
2025-12-19
Company data provided by crunchbase