SENIOR OPERATIONS MANAGER, HEALTH SYSTEMS CUSTOMER SUPPORT

Effective Date : February 22, 2017

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Senior Operations Manager, Health Systems Customer Support page is loaded Senior Operations Manager, Health Systems Customer Support

Senior Operations Manager, Health Systems Customer Support

locationsUSA, TX, Fort Worth time typeFull time posted onPosted Yesterday job requisition idJR0048399 McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.

Must be located in DFW area, office as a destination Remote

Current Need

McKesson is looking for an upbeat, focused and well-organized operations manager to join Customer Support in Fort Worth, TX.

This person will manage overall performance of a high-volume customer support team. The Health Systems Operations Manager will oversee the business processes to drive management of bottom line business results relating to customer experience for our Health Systems and Veteran Affairs business.

This manager will oversee the supervisor team and ensure that each employee has the tools & receives the coaching / mentoring necessary to maximize their potential.

This manager will lead the customer service team, including specialized dedicated support and account management, to enhance the overall customer experience while achieving departmental and company directed goals.

This person must have experience building and managing teams, have a strong focus on operational excellence, and thrive in a team environment.

The Customer Care Operations Manager will :

• Develop and implement strategies to meet department goals.
• Analyze, evaluate, monitor and report department operating performance data.
• Communicate analyzed results to senior management.
• Talk to and meet 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.

Responsibilities will include :

1. Plan, develop, implement and evaluate appropriate policies and procedures for call center operations.

2. Coach, develop and motivate a team. Manage the work activity for supervisors and other department employees to ensure the highest productivity

3. Identify and develop key performance standards and metrics to drive desired culture and work to ensure their achievement.

4. Partner and build productive working relationships with direct reports, peers, leadership, internal and external business partner

5. Manage the budget for the local customer service site

6. Manage customer needs and how the department processes affect the customer experience.

7. Participate on cross-functional process improvement teams

8. Act as site safety and security leader

Required :

5+ years customer service experience in a call center environment, including 3+ years leadership experience.

Critical Skills

• Advanced Excel skills
• 2+ years of Experience managing people leaders
• 3-5 years experience in a manager role, 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 based environment and ability to manage timelines
• Advanced technical comprehension required including MS Office and the ability to learn new systems as required
• Strong analytical and business acumen

Additional Knowledge & Skills

• Experience managing a team of 50-120 in size
• Pharmaceutical industry experience preferred
• Professional business-to-business acumen
• Experience with Salesforce and SAP a preferred

Education

4-year degree in business or related field or equivalent experience

Physical Requirements

General Office Demands

Career Level Manager M3

McKesson is an Equal Opportunity / Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities.

If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to McKessonTalentAcquisition@mckesson.

com . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!

We deliver careers with purpose and potential. Our focus on better health starts with creating an inclusive environment with strong values where you can build a fulfilling career.

You can count on us to provide you with resources and opportunities to grow and be your best, while contributing to our pursuit of improving lives.

Every day, McKessons employees deliver products to healthcare providers that make a difference in the care and life of a patient.

We work to distribute medical supplies, bandages, syringes, vials of flu vaccine, and pharmaceutical drugs to help real patients like Jack, an eight-year-old boy battling cancer.

We take that job seriously. Together, the work we do is shaping the future of healthcare. If you are passionate about combining a meaningful career with a balanced life, join us on this journey and apply for a job with McKesson today.

Every day, McKessons employees deliver products to healthcare providers that make a difference in the care and life of a patient.

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