Sr. Manager – Customer Support
| Company | McKesson |
|---|---|
| Location | La Vergne, TN, USA, Fort Worth, TX, USA |
| Salary | $97700 – $162800 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Expert or higher |
Requirements
- Degree or equivalent experience
- Typically requires 9+ years of professional experience
- 1+ years of supervisory and/or management experience
- Healthcare experience is strongly preferred
- 9+ years customer service experience in a call center environment
- 1+ years leadership and direct management experience
- Advanced Excel and MS Office skills
- 1+ year of experience managing managers, and leading, mentoring and motivating a team of business professionals
- Strong experience in a change management environment
- Excellent written and oral communication skills
- Ability to thrive and excel in a metrics-focused environment and ability to manage timelines
- Advanced technical comprehension required; demonstrated capabilities with large scale projects
- Strong analytical and business acumen
- Must have experience with Salesforce; including queue-based SLA management
Responsibilities
- Develop and implement strategies to meet department goals
- Analyze, evaluate, monitor and report department operating performance data
- Communicate analyzed results to senior management
- Meet and actively engage with internal stakeholders
- Develop best practices for customer service team and coordinates best method for implementing
- Ensure all monthly/quarterly performance metrics are achieved
- Maintain knowledge of technology and industry trends and processes and disseminate that to the Customer Support Supervisor team
- Plan, develop, implement and evaluate appropriate policies and procedures for call center and case management operations
- Coach, develop and motivate a team
- Manage the work activity for supervisors and other department employees to ensure the highest productivity
- Identify and develop key performance standards and metrics to drive desired culture and work to ensure their achievement
- Partner and build productive working relationships with direct reports, peers, leadership, internal and external business partner
- Manage the budget for the local customer service site
- Manage customer needs and how the department processes affect the customer experience
- Participate on cross-functional process improvement teams
- Actively participate as a SME for various projects
- Act as site safety and security leader
Preferred Qualifications
-
No preferred qualifications provided.