Director, Customer Support and Call Center Operations

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes — one patient, one partner, one therapy at time.

Learn about Biologics – Home - Biologics by McKesson

The Contact Center Director will be responsible for overseeing the daily operations of our contact center, managing a team of customer service representatives, and implementing strategies to enhance customer satisfaction and operational efficiency. The ideal candidate will possess strong leadership skills, a patient-centric mindset, and a proven track record in contact center management. 

Key Responsibilities  

Team Leadership: Lead, mentor, and motivate a team of contact center agents to achieve performance goals and maintain high levels of customer satisfaction. Conduct regular performance reviews and provide constructive feedback and development plans for team members. Foster a positive work environment that encourages teamwork, open communication, and continuous improvement. 

Operational Oversight: Manage day-to-day operations of the contact center, ensuring efficient and effective service delivery for both inbound and outbound calls. Develop and implement operational policies, procedures, and standards to optimize contact center performance. Monitor call center metrics and KPIs, such as call volume, response times, and customer satisfaction scores. 

Operational Quality: Instill a culture of going above and beyond to exceed the patient, provider, and client expectations. Regularly evaluate systems, tools, and work instructions to ensure they are up to date and team members have been appropriately trained. Assess and address team performance against internal standard operating policies and procedures. Responsible for staff compliance to Federal and State regulatory requirements. 

Customer Experience: Ensure that all customer interactions are handled professionally and in accordance with company standards. Analyze customer feedback and trends to identify areas for improvement and implement solutions to enhance the customer experience. Collaborate with other departments to address customer issues and improve service delivery. 

Strategic Planning: Develop and execute strategies to enhance contact center efficiency and effectiveness. Identify and implement new technologies and tools to improve contact center operations. Prepare and manage budgets, forecasts, and resource allocations for the contact center. 

Training & Development: Oversee the training and development of contact center staff, ensuring they have the necessary skills and knowledge to perform their roles ef