Customer Service Operations Manager - Operations Lead

Immediate need for a talented Customer Service Operations Manager - Operations Lead. This is a 06+months contract opportunity with long-term potential and is located in US(Remote). Please review the job description below and contact me ASAP if you are interested.

Job ID: 25-85479

Pay Range: $80 - $90/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

• Design future state operating model which consists of a center of excellence concierge model
• Define future state organization structure
• Define future state roles and required skill sets  
• Design physical organization including initial resource needs
• Design high level operating model with interactions across teams
• Evaluate onshore / offshore model
• Conduct current vs future state talent (gap) assessment
• Identify metrics for agent performance and monitoring including workforce management
• Implement performance and workforce management changes
• Align on technology enhancements & additions
• Design quality review processes
• Build incentive plans
• Manage the Customer Service Team and deliver department short and long-term goals and objectives with close collaboration with upstream BD strategy and marketing initiatives
• Implements monthly, quarterly and annual focused sales operations plans in support of overall organizational strategy and objectives including team and individual goals
• Facilitate the creation and implementation of call center procedures and policies in conjunction with compliance and technology
• Identify, manage, and report daily, monthly, and annual sales targets, KPI’s , and anticipated outcomes of the reporting metrics
• Participate in operations management meetings aimed at operational efficiencies and inter-departmental communication
• Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback.
• Monitor and measure the daily activities of all business unit operations to ensure tasks are being completed in a timely manner and handled according to the standards and guidance we have defined
• Identify best practices and process improvements and opportunities to reduce costs, improve efficiency and enhance customer experience
• Ad-hoc projects as requested by management

Key Requirements and Technology Experience: 

• Skills-Customer Service / Call Center Operations Leadership, CRM/ Salesforce and Pharma/Medical Devices Industry 
• BS/BA in Business, Marketing, Life Sciences, or a closely related discipline. MBA desirable.
• Minimum 5 years’ experience in a supervisory role for a customer service team required, preferably in the field of healthcare.
• Minimum 8 years’ experience in healthcare or customer centric organization preferred
• Solid business acumen and knowledge of homecare and/or customer service/call center experience.
• Passion for excellence and commitment to customer care and satisfaction.
• Prior Supervisory experience required.
• Strong decision making, problem solving and analytical abilities.
• Ability to resolve conflict in a professional and fair manner benefitting both the patient and the company.
• Strong leadership skills with an ability to set a vision, lead change and to motivate others.
• Excellent interpersonal skills and ability to develop strong relationships with customers and business partners.
• Analytic and reporting skills with Excel, Tableau, Power BI reports etc.
• Experience with the use of Salesforce or comparable CRM and billing software including familiarity Microsoft Office Suite.
• Excellent communication skills (written and verbal).
• Attention to detail, excellent data entry, and proofreading
• Bilingual-Spanish with written and spoken proficiency a plus.

Our client is a leading medical technology Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

By applying to our jobs you agree to receive calls, AI-generated calls, text messages, or emails from Pyramid Consulting, Inc. and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy 

 #mor