| Operations Manager, Customer Support |
Job Location:
Metro Area: |
El Segundo, CA
CA - Los Angeles
|
Category: |
Call Center Operations
|
|
Contact Info |
Company Name: KARL STORZ Endoscopy- America, Inc
| Address: |
2151 E. Grand St.
El Segundo,
CA 90245
|
|
Contact Name: Eret Cohen
Phone: 424 218 8345
Fax: 424 218 8520
Apply: Submit Resume Now
|
|
|
| |
Job Description:
|
Directs and coordinates activities of the Customer Support Department. Provides technical and non-technical troubleshooting services to physicians, hospitals, operating room supervisors, and sales force, and internal customers. Provides advice/feedback from customers to the Director of Customer Support on any operational issue affecting customer satisfaction. Ensures effective and professional processing of all customer calls.
>Responsible for the overall efficient and responsive operation of the customer support area, handling 700+ calls daily and 250+ hard copy pos daily.
>Responsible for the development of highly specialized Customer Support Contact Center. Addresses personnel issues. Writes and conducts performance evaluations, making employment decision, setting up performance goals and targets for assigned team.
>Directs 2 supervisors and 16 staff in reviewing, handling and response of customer service related phone and purchase order inquiries involving SAP. Reviews and authorizes discounted quotes.
>Analyzes calls and recommends system enhancements. Reports to Customer Support Director any operations issues that impact overall department's performance.
>Develops metrics to assess the quality of customer interactions with KSEA. Ensures accuracy and timely response with focus on first call resolution and first line support. Measures and demonstrates the group productivity as well as the individual's reports related to customer outcomes.
>Develops and oversees the Customer Satisfaction Program to measure the level of service to our customers through survey instruments. Tracks and trends the customer satisfaction results at various intervals. Creates a communication plan for disseminating satisfaction information through the operation.
>Works with the CS Director in developing an evolving service plan that shows customer service strategy that promotes the KARL STORZ brand.
>Develops guiding principles/behavioral expectations that operationalize the values in Customer Support. Creates a communication path for values and guiding principles on how these are distributed to whom and when.
>Identifies customer priorities from customer satisfaction data; builds a process or methodology for identifying, adjusting and validating customer priorities. Identifies internal metrics which are measured, tracked and aligned with customer satisfaction.
>Works closely with the Communications Manager in ensuring loyalty building happens with internal and external customers through the Call Quality and Order Quality Programs, Calibration Process, Performance Management Process, Mentor Program and Escalation Process.
>Works directly with the Communications Manager, who is responsible for creating programs for staff personal development, SAP training, and business skills development. Identifies, recommends and supports the implementation of various programs for the improvement of contact center processes.
>Ensures the leader's potential is realized through ongoing leadership development (e.g. personal development/career development)
>Promotes sales culture that encourages and ensures the staff satisfaction.
>Able to analyze customer and employee retention and attrition.
>Familiar with the IVR routing tree and able to suggest changes as necessary to improve phone performance.
>Identifies and articulates reporting requirements, which includes targets, specific data, and
Qualifications:
1. A minimum education level of a(n) Bachelors Degree in administration, management or any related field from an accredited institution.
2. 5 to 9 years of experience.
3. Experienced in call center activities.
4. Ability to work efficiently in high demand, team-oriented, and fast-paced environment.
5. Ability to maintain customer confidentiality.
6. Solid communication skills and excellent interpersonal skills.
7. Ability to express ideas in clear and concise manner.
8. Solid problem-solving skills and excellent Management skills.
9. Ability to think strategically and identify significant success factors.
10. Proven track record of successful customer satisfaction and employee programs adopted in other organizations.
|
|
|
|
