CS Genomics Supervisor

CooperSurgical, Inc

Remote

Position Summary:

Responsible for supervising and directing all aspects of incoming call center operations, customer support (internal and external), implementing and reviewing call center policies and procedures; developing and monitoring call center activities for volumes, quality, and timeliness; leading and directing staff to accomplish all assigned tasks and organizational goals.

Essential Functions:

• Supervise the customer service business unit and the performance of Patient Care Coordinators.
• Develop and implement strategy for the department that coincides with the company’s strategic objectives.
• Analyze customer service & sales data for insights and actions needed to improve customer experience.
• Monitor staffing levels and capacity gaps to ensure all contacts are handled within the SLA.
• Monitor the quality of calls and provide coaching to Team Leads and coordinators if necessary to improve call quality scores.
• Identify, respond to, and resolve complaints. Create and implement actions that will avoid future complaints of similar nature
• Establish professional standards of performance and underlying processes for the department and ensure a system of continuous improvement.
• Assist the Customer Service team in maintaining favorable relations with clinics, patients, internal customers, and sales.
• Proactively anticipate and handle critical situations which could negatively impact the performance of the business
• Work on special projects that touch customer service like business integrations, new system rollouts, new product launch etc.
• Evaluate and recommend technological and process improvement projects providing opportunities for improvements in key areas.
• Research and analyze the root cause analysis of problems, identify trends and recurring issues, and implement resolutions.
• Can perform all functions normally required of a Patient Services Coordinator and assist if needed.
• Provide management with ad-hoc reports and analysis as requested.
• Work with cross-functional teams like sales, distribution, accounting to ensure healthy collaboration and resolve any bottlenecks that could impact customer experience.
• Motivate individuals and team to provide exceptional customer service.
• Identify and implement training needs for the Customer Service Team.
• Deliver semi-annual performance reviews with Customer Service Team.
• Effectively use coaching and counseling to guide employee development.
• Negotiate solutions and resolve conflicts when they arise.
• Performs additional duties as requested by management.

Qualifications:

• BS/BA Bachelor’s degree required.
• Prior experience managing customer experience teams and strong understanding of all call center performance metrics and measurements is required.
• Strong analytical skills with data manipulation experience required.
• Prior experience managing a large-scale technology project within the customer service space.
• Ability to learn new technology and help with design, training and roll out.
• Five years+ overall experience working with internal & external customers preferably within the Med Devices or Fertility & Genomics field.
• Proven track record of achieving high levels of customer satisfaction.
• Independent worker who can prioritize and handle multiple projects and tasks under pressure.
• Clear understanding of customer satisfaction measurements and survey tools.
• Proactive and aggressive in solving problems, a skilled decision maker.
• Ability to recognize and act on opportunities and develop a strong team.
• Strong leadership skills.
• Excellent communication skills both verbal and written.
• Strong change management skills to implement change within the team.
• Strong Word/PowerPoint/Excel knowledge.
• Strong organizational skills, attention to detail.
• Knowledge and understanding of Fertility & Genomics industry preferred.
• Ability to work weekends and late evenings based on business needs.
• Ability to take answering service calls during off hours and ensure all patient and clinic emergencies are handled ASAP.

About CooperSurgical:

CooperSurgical is a leader in manufacturing and marketing multiple trusted and innovative brands that assist clinicians in improving the health of women, babies and families worldwide. Through an aggressive growth and diversification strategy, CooperSurgical has evolved its portfolio of over 600 products to include products and services used primarily by obstetricians and gynecologists in surgical and medical procedures wherever they occur: in hospitals, surgical centers, medical offices and fertility clinics.

Our Benefits:

For U.S. locations that require disclosure of compensation, the starting base pay for this role is between $60,000 and $80,000. The actual base pay includes many factors, and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.