Jobs via Dice

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Note: The job is a remote job and is open to candidates in USA. Dice is the leading career destination for tech experts at every stage of their careers, and they are seeking a Customer Service Operations Manager - Operations Lead for their client, Pyramid Consulting, Inc. The role involves designing operating models, managing the customer service team, and implementing performance management changes to enhance operational efficiency and customer satisfaction. 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 Skills • Skills-Customer Service / Call Center Operations Leadership, CRM/ Salesforce and Pharma/Medical Devices Industry • Minimum 5 years experience in a supervisory role for a customer service team required, preferably in the field of healthcare. • 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. • Minimum 8 years experience in healthcare or customer centric organization preferred. • Bilingual-Spanish with written and spoken proficiency a plus. Education Requirements • BS/BA in Business, Marketing, Life Sciences, or a closely related discipline. MBA desirable. Benefits • Health insurance (medical, dental, vision) • 401(k) plan • Paid sick leave (depending on work location) Company Overview • Welcome to Jobs via Dice, the go-to destination for discovering the tech jobs you want. It was founded in undefined, and is headquartered in , with a workforce of 0-1 employees. Its website is https://www.dice.com.