Millennium Health LLC Call Center Client Services Operations Manager in San Diego, California
Call Center Client Services Operations Manager
Responsible for complete administration of the sales order processes and creation of service analytics for call center. Administration of sales management software and related process changes. Accountability for development and delivery of a services training program that supports the Client Services team.
The following are intended to be examples of the accountabilities for which the person in this position is responsible. This position is not intended to be complete or all-inclusive and does not preclude management from assigning other or related functions for which the individual has demonstrated competency through performance.
Maintains and improves service operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgradesDesign and deliver service and support solutions for various products/clientele.
Develop customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Key interface with field support organization to ensure alignment in goals and strategic objectives.
Maintain contact with customers, visiting operational environments, conducting surveys, benchmarking best practices, and analyzing information and applications.
Responsible for the Client Services’ department training program delivered to corporate employees and aligning utilization and messaging: the call center, account management team, LSA field supervisors, field sales team and any other department focused on internal and external customer service delivery.
Achieves Client Services objectives by contributing customer service metrics and recommendations to strategic plans and reviews, preparing and completing action plans, implementing productivity, quality, and customer service audits, identifying customer service trends, determining system improvements, and implementing change.
Develop/prepare weekly/monthly internal reporting for status escalations, call center metrics, and voice of customer.
Partner with Client Services, Sales Operations and Sales Leadership to ensure continuity in system utilization that delivers service and support to in-house and field staff.
Remains aware of evolving needs and opportunities, showing flexibility in doing whatever is appropriate to support the Company’s success. Pursues educational opportunities to maintain advanced and up-to-date knowledge in the field. Performs all other related duties as required and assigned and understands that the items in this description are not all-inclusive.
Bachelor’s degree in Business Administration, Science or related field required
Advance knowledge of LIMS, LMS, and CRM systems, preferably Salesforce.com and comparable systems
Proficient in MS Office application (Excel, Word, PowerPoint, Outlook)
Ability to work cross functionally and interact with multiple levels of the organization
Excellent customer service skills
Excellent communication skills (verbal and written) with ability to develop training programs and other department communications
Experience in training delivery and/or developing train-the trainer programs
High level of initiative with the ability to work independently
Proficient problem solving and decision making skills
This position will require the following physical requirements; sitting (75 %), walking (10 %), standing (15 %), lifting up to (10 lbs.)
Experience working within technical call centers
Minimum 5 years in a healthcare, biotech or life sciences industry
Minimum 5 years in service operations/logistics in small to mid-sized company
San Diego, California, United States