Director, Customer Support
Location :
Remote
Job Type :
Direct
Hours :
Full Time
Travel :
No
Relocation :
No
Job Industry :
Computer Software
Job Description :
Responsible for creating strategy and directing operations of multifaceted teams. Development and continuous improvement of lean strategies to exceed goals and quality of service.
Strategic
- Develop strategic goals and objectives in line with company and departmental mission
- Establish team goals and objectives annually
- Ensure targeted service and performance standards are achieved or exceeded
- Actively collaborate in cross functional leadership teams to ensure sound decisions are rendered
- Promote and encourage positive team relationships
- Manage teams within budget and identify cost reduction opportunities while exceeding departmental goals
- Assist with recruitment and hiring of qualified and professional candidates
- Establish and manage communication channels across departmental verticals
- Serve as a liaison to provide customer feedback to executive level
- Responsible for employee professional conduct and staff development
- Active and visible dynamic leader across all business lines
- Execute plans and initiatives with a strong focus on customer satisfaction
- Understand and execute company procedures to ensure compliance
Administrative
- Facilitates and executes onboarding process, mentoring and training of new Associates
- Manages staffing, scheduling and workload to ensure business needs are met
- Evaluates call center data trending and provides feedback to leadership
- Assists with the management of Customer escalations with coordination of appropriate resources to ensure timely resolution
- Oversight and direct management of employee performance and goals
- Conducts performance reviews; rewards and assists in managing employees within aligned team
- Approve time and expense
- Assist and contribute to the preparation of annual budget
- Implement policies and procedures with continued process improvement
- Travel to Customer facilities for service recovery to provide leadership support
- Communicates professionally at all levels with Customer, both internal and external
- Responsible for meeting with staff regularly with oversight of daily operations and major projects
- Expected to maintain working knowledge of MEDHOST applications
- Other duties as deemed necessary to provide quality service to the MEDHOST Customer base
Required Qualifications :
- Bachelor’s degree in business, computer or healthcare administration preferred
- 2+ years in senior management role
- Hospital and healthcare experience imperative
- Previous software help desk experience valued
- Ability to prioritize client issues and escalate or solve with urgency
- Demonstrates problem solving and analytical skills
- Basic hardware and networking skills required
- Excellent written, proofreading, and verbal communication skills
- Must be detail oriented, organized, and have the ability to multi-task and problem solve
- Independent thinker with fortitude to navigate change
- Ability to demonstrate supportive relationships with peers, clients, partners, and corporate executives
- Must be flexible and have the ability to remain professional under high pressure situations
- Ability to retain and protect confidential material
- Strong computer skills in Microsoft Office applications (i.e., Word, Excel, PowerPoint, etc.)
- Negative pre-employment drug test
- Criminal and MVR backgrounds to meet company hiring criteria
Additional Requirements
This position outlines the basic tasks and requirements for the position noted. It is not a comprehensive listing of all job duties of the associates.
Prepared
Management reserves the right to change the duties and responsibilities set forth herein at any time.
