Director of Contact Center Strategy & Customer Experience

McKesson Corporation; Cary (NC); On-site; USD 116,000 - 194,000; Full time

Benefits offered by this job

Total Rewards

Job summary

McKesson is seeking a Contact Center Director to lead our Biologics by McKesson contact center operations, driving patient-centric service and operational excellence. You will manage a team of customer service representatives, define performance targets, and implement strategies to improve satisfaction and efficiency.

Ideal candidates bring 12+ years in healthcare or contact center settings, with 4+ years in management, plus a Bachelor's degree. Travel is up to 20%.

Qualifications

• Degree or equivalent experience required.
• 12+ years in professional roles with 4+ years in management.
• Experience in specialty pharmacy, healthcare, or contact center operations.

Responsibilities

• Lead and mentor a contact center team to meet performance goals and maintain patient satisfaction.
• Oversee day-to-day contact center operations and implement policies to optimize service.
• Monitor call metrics and ensure compliance with regulatory requirements.
• Analyze feedback to identify improvements and enhance the customer experience.
• Develop strategic plans and budgets to improve efficiency and throughput.
• Coordinate training and development with the training department.

Skills

People leadership

Healthcare experience

Contact center operations

Communication skills

Education

Bachelor's degree

Tools

Microsoft Office

Job description

McKesson is seeking a Contact Center Director to lead our Biologics by McKesson contact center operations, driving patient-centric service and operational excellence. You will manage a team of customer service representatives, define performance targets, and implement strategies to improve satisfaction and efficiency.

Ideal candidates bring 12+ years in healthcare or contact center settings, with 4+ years in management, plus a Bachelor's degree. Travel is up to 20%.