Director of Service Operations

Are you a proven leader? Does your staff look to you for direction? If so, you're the leader we're looking for!

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Provide leadership and direction to client support team for the Periop, Critical Care and Emergency Care Systems. Create an environment that ensures improved customer satisfaction through a timely resolution of client service requests using a ?client focused? tiered support structure.? Drives high quality services through consistent service levels and business focused metrics.

Responsibilities:

????????? Provides direct supervision to Service Operations management team

????????? Coaches and mentors competent, productive, motivated staff to provide high quality client service

????????? Establish effective client relationships amongst executives, managers, and staff?

????????? Work closely with VP of Service Operations and the executive leadership team

????????? Assess strengths and vulnerabilities of existing operational processes and practices; recommending software system configuration to maximize operational benefits

????????? Facilitate strategic decision making related to incentive approach; facilitate problem solving related to the use of the software system and corollary policies and practices

????????? Balance multiple customer issues simultaneously

????????? Support on-going client evaluation of system impact metrics

????????? Ensures the compliance of usage of the CRM tool to log and track client information and service requests

????????? Assist teams in analyzing, troubleshooting and resolving service requests

????????? Collaborates across product lines in defining of department policies and procedures

????????? Improve customer satisfaction scores

????????? Manage employee development and knowledge management.

????????? Responsible for performance management, hiring and staffing?

????????? Serves as a resource for client escalation issues

????????? Promotes achievement of organizational and center goals by exhibiting an effective and adaptable leadership style.

????????? Monitor and ensures delivery of services with in established Service Operations key success factors

????????? Maintain on-going knowledge of? applications and client environment

????????? Assists with product development

Requirements

????????? Strong understanding of call center management principles, metrics, and technologies

????????? Command of call center best practices and ability to demonstrate their application

????????? Ability to oversee the design, development and deployment of processes to include documentation, change control, and contingency planning that relates to the department

????????? Customer service focus and ability to work with customers and team members effectively

????????? Solid understanding of knowledge management with previous experience preferred.

????????? Advanced knowledge of Microsoft Excel and Access to include creating spreadsheets, charts, mathematical formulas, pivot tables, databases, with ability to do advanced sorts and queries.

????????? Strong analysis and problem resolution skills

????????? Excellent verbal and written communication skills including presenting in front of large groups

????????? Strong interpersonal skills, with emphasis on consensus and collaboration

????????? Effective change agent with ability to obtain results in a transformational change environment

????????? Occasional travel required.