Director of Customer Support & Call Center Operations

McKesson; Cary (NC); Sur place; USD 116 000 - 194 000; Plein temps

Résumé du poste

McKesson in Cary, NC, seeks a Contact Center Director to oversee daily operations, lead a team of customer service representatives, and implement strategies to boost satisfaction and efficiency.

The ideal candidate will have 12+ years in professional roles, 4+ years in management within healthcare or contact centers, and strong leadership, analytics, and communication skills. This role offers growth within McKesson's Total Rewards.

Qualifications

• 12+ years of professional experience.
• 4+ years of management experience.
• Strong leadership and people-management skills.
• Excellent written and verbal communication.

Responsabilités

• Lead and mentor a team of contact center agents to meet performance goals.
• Oversee day-to-day operations and ensure efficient service delivery for inbound and outbound calls.
• Establish policies, procedures, and standards to optimize center performance.
• Analyze customer feedback and trends to drive improvements in the customer experience.
• Develop and manage budgets, forecasts, and resource planning.
• Coordinate training and development with the training department.

Connaissances

People leadership

Call center operations

Customer experience

Data analysis

Communication

MS Office

Formation

Bachelor’s Degree or equivalent experience

Outils

Microsoft Office

Description du poste

McKesson in Cary, NC, seeks a Contact Center Director to oversee daily operations, lead a team of customer service representatives, and implement strategies to boost satisfaction and efficiency.

The ideal candidate will have 12+ years in professional roles, 4+ years in management within healthcare or contact centers, and strong leadership, analytics, and communication skills. This role offers growth within McKesson's Total Rewards.