Mgr, Customer Service Mgmt

Employment Type

: Full-Time

Industry

: Retail



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Responsibilities

include interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call center 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.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget with the support and guidance of the financial department; scheduling expenditures; analyzing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintains equipment by evaluating equipment; calling for repairs and evaluating upgrades.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Setting and meeting performance targets for speed, efficiency, sales and quality  Managing the daily running of the APS Center
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Monitoring random calls to improve quality, minimize errors and track operative performance
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the center and preparing reports
  • Handling the most complex customer complaints or inquiries  Develop staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
  • Qualifications:

  • Bachelor's degree or equivalent work experience
  • 2-6 years’ experience in a management role within a HUB (call center) setting in pharmaceutical or insurance industry required
  • Background in insurance/claims processing a plus
  • Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.


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