Manager, U.S. ZRL Customer Service

Role Description

Other U.S. locations will be considered.

Summary:

The Customer Service Manager assists in overseeing the day-to-day operations of the Contact Center activities.  This includes managing, monitoring, coaching, and developing 10+ assigned Contact Center agents to provide best-in-class service, execute their tasks, and achieve Contact Center goals and objectives.  

Job Duties:

CONTACT CENTER PERFORMANCE 

• Manages, monitors, and leads daily activities of direct reports to ensure service levels and goals are met 
• Participates in the interviewing and selection process for internal and external applicants 
• Participate in the Quality Assurance process by monitoring and scoring calls 
• Monitors and manages call volume, includes managing staff scheduling and attendance to ensure appropriate phone coverage in order to maintain a high level of service 
• Assists with customer telephone calls when service levels are in jeopardy 
• Handles elevated customer calls referred by staff 

DEVELOP COLLEAGUES 

• Executes call monitoring, coaching and training initiatives, as needed 
• Responsible for carrying out performance measurement and evaluation of direct reports to ensure performance goals are met/exceeded.  
• Prepares and delivers performance appraisals, individual development plans and performance improvement plans (if needed) to direct reports 
• Actively participates in and/or facilitates Department/Company meetings 
• Ensure agents are adequately trained and have the necessary support, knowledge and tools to accomplish their goals in their specialized area. Includes identifying training needs and developing appropriate training to enhance staff production 
• Create and ensure Contact Center procedures are updated and appropriately communicated to agents 

OPERATIONAL ACTIVITIES AND CONTINUOUS IMPROVEMENT INTITATIVES 

• Continually evaluates work output and processes for direct reports and across the Customer Service team to ensure alignment, overall effectiveness, and to identify improvements for the business and the customer 
• Work closely with laboratory staff to resolve technical & clinical issues 
• Assists in management of contact center-related projects 
• Effectively balance contact center activity with business/marketing support
• Flexible schedule and ability to respond to the demands of a national 6-day-a-week schedule required.  Required availability includes nights up to 8:30PM EST and rotating weekends. 
• Perform other tasks as assigned 

Education/Experience:

• Bachelor's degree or 5 years comparable experience 
• 2 years customer service-related experience 
• Able to respond to the demands of a national 6-day-a-week contact center 
• Knowledge of Sarbanes Oxley and other order to cash audit processes preferred.  
• Demonstrated effective leadership/ motivation skills and teamwork 
• Demonstrated ability to interact with external and internal customers at all levels 

PREFERRED CANDIDATE QUALIFICATIONS 

• 2 years Reference Laboratory and/or Customer Service experience 
• Supervisory experience (highly preferred) 
• Experience with SAP, SalesForce.com, and contact center phone systems 

Technical Skills Required:

• Demonstrated computer skills with a strong working knowledge of Microsoft applications 
• Effective verbal and written communication skills 
• Experience with order and/or lab processing systems

Physical Position Requirements:

• Ability to work a rotating schedule, including shifts until 8:30PM EST Monday through Friday and rotating weekend schedule 
• Some travel required (<10%)

The US base salary range for this full-time position is $72,000 - $118,000. Our salary ranges are

determined by role, level, and location. The range displayed on each job posting reflects the base pay target range

for new hire salaries for the position. Within the range, individual pay is determined by work location and additional

factors, including job-related skills, experience, and relevant education or training.

This position is als