What are the responsibilities and job description for the Associate Director, Customer Operations position at Brilliance Cyber Systems?
RESPONSIBILITIES
- Manage the Customer Service Team and deliver department short and long-term goals and objectives with close collaboration with upstream strategy and marketing initiatives
- Implements monthly, quarterly and annual focused sales operations plans in support of overall organizational strategy and objectives including team and individual goals
- Facilitate the creation and implementation of call center procedures and policies in conjunction with compliance and technology. Identify, manage, and report daily, monthly, and annual sales targets, KPI’s , and anticipated outcomes of the reporting metrics.
- Recruit, cultivate and develop high performing team members. Provide supervision, monitoring and performance feedback.
- Monitor and measure the daily activities of all business unit operations to ensure tasks are being completed in a timely manner and handled according to the standards and guidance we have defined
- Identify best practices and process improvements and opportunities to reduce costs, improve efficiency and enhance customer experience
EDUCATION
- Bachelor’s degree required with a focus in Business, Marketing, Life Sciences, or a closely related discipline preferred. MBA is preferred.
EXPERIENCE
- Minimum 8 years’ call center, customer service, or direct to consumer experience required including DME experience in the healthcare industry
- Minimum 5 years’ experience in a supervisory role for a customer service team required, preferably in the field of healthcare.
- Excellent interpersonal skills and ability to develop strong relationships with customers and business partners required.
- Analytic and reporting skills required using tools such as Excel, Tableau, Power BI for reports. Experience with the use of Salesforce preferred or comparable CRM and billing software including familiarity Microsoft Office Suite required.
- Attention to detail, excellent data entry, and proofreading skills required.
- Bilingual Spanish with written and spoken proficiency a plus.
