Job Summary This position is responsible for managing TSMs' activities, overseeing TSM growth and development, and coordinating with functional leaders and process owners to ensure all systems are functioning properly. The goal is to meet or exceed customer service expectations consistently. The role involves working towards and assisting in achieving individual, team, and department goals, objectives, and initiatives. What you will do Develop and implement customer service policies and procedures. Monitor customer interactions and ensure high-quality service is provided. Analyze data and feedback to improve customer service performance. Collaborate with other departments to enhance the overall customer experience. Stay up-to-date with industry trends and incorporate best practices into customer service strategy. Plan demand and resources based on volume trends (e.g., attrition, training, product changes, releases, press releases). Participate in escalation and quality control processes to continuously improve customer experience. Coach and train Supervisors and Managers in department processes, career development, and leadership skills. Monitor department reports and coach management to ensure excellent customer service. Coordinate with operations to create project plans with proper scoping, estimates, and resourcing. Mentor supervisors to meet department targets and goals. Handle high-level customer escalations with relevant stakeholders. Recommend and lead process improvements across support teams for a seamless customer experience. Participate in special projects and perform other duties as required. Qualifications Must have: Minimum of 10 years of customer service experience, including at least 3 years in a leadership role. Proven success in driving customer satisfaction, retention, and loyalty. Experience managing customer service operations across multiple channels and regions. Strong leadership, coaching, and staff development skills. Excellent communication, interpersonal, and problem-solving skills, effective with senior management. Ability to adapt in a fast-paced environment with changing priorities. Passion for exceptional customer service and a customer-centric approach. Outstanding verbal and written communication skills, with effective dispute resolution. Excellent presentation and public speaking skills. Strong decision-making, analytical, and problem-solving abilities. Understanding of financial data and its impact on business profitability. Project planning and management skills, including resource allocation and budgeting. Leadership in achieving company goals and solving complex issues creatively. Exceptional planning and organizational skills. Negotiation skills and relationship management abilities. Ability to influence and navigate organizational politics. Comprehensive understanding of industry practices and company policies. Experience leading and developing virtual teams. Technical and business skills across multiple areas. Willingness to travel for onsite visits and conferences. Ability to produce dashboards and reports for strategic insights. Coaching skills to motivate and guide personnel. Capacity to handle stressful situations professionally. Results-driven approach with personnel management skills. Nice to have: Bachelor's Degree in CS, Business, Marketing, or related field. Knowledge of ITEL, SM, KCS, CXOne, WFM, QM, Salesforce workflows, Domo, and Agile methodologies is a plus. #J-18808-Ljbffr
Henry Schein