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 to ensure high-quality service. Analyze data and feedback to improve customer service performance. Collaborate with other departments to enhance the overall customer experience. Stay updated with industry trends and incorporate best practices into customer service strategies. 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 improve customer experience. Coach and train Supervisors and Managers in department processes, career development, and leadership skills. Monitor department reports and coach management teams to ensure excellent customer service. Coordinate with operations to create project plans with proper scope, estimates, and resources. Mentor supervisors and ensure their teams meet department targets and goals. Handle high-level customer escalations with relevant stakeholders. Work with leadership and operations to recommend and implement process improvements for a seamless customer experience. Participate in special projects and perform other duties as required. Qualifications Must have: At least 10 years of experience in customer service, including a minimum of 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 and people management skills, with an emphasis on coaching and development. Excellent communication, interpersonal, and problem-solving skills, effective with senior management and stakeholders. Ability to adapt in a fast-paced, dynamic environment. Passion for delivering exceptional customer service and a customer-centric approach. Outstanding verbal and written communication skills, with the ability to resolve disputes effectively. Strong presentation and public speaking skills. Exceptional decision-making, analysis, and problem-solving skills. Ability to interpret financial information and contribute to business profitability. Experience planning and managing complex projects, including resource allocation and timelines. Leadership skills to motivate teams and achieve company goals. Excellent organizational and planning skills. Negotiation skills and ability to manage relationships. Ability to influence, build relationships, manage conflicts, and navigate organizational politics. Comprehensive understanding of industry practices, company policies, and procedures. Experience leading and developing virtual teams. Technical and business skills across multiple areas. Willingness to travel as needed for onsite visits and conferences. Ability to produce dashboards and reports for strategic insights. Capability to coach and guide personnel effectively. Professional handling and resolution of stressful situations. Ability to drive results while managing personnel appropriately. 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/or Agile methodologies is a plus. Salary range for this position is $108,720.00 - $149,000.00, depending on experience, skills, location, and other factors. The role is eligible for a 15% bonus, not included in the base salary range. What you get as a Henry Schein One Employee A supportive work environment with talented colleagues. Opportunities for career growth in the healthcare technology industry. Competitive salary and benefits, including medical, dental, vision, 401K with matching, PTO, parental leave, disability, wellness programs, and educational benefits. About Henry Schein One Henry Schein One is a global leader in dental management, analytics, communication, and marketing software. We offer seamless, integrated solutions to our users. Our success stems from our people. We promote diversity, inclusion, professional development, and a healthy work-life balance. Recognized as a top employer in Utah in 2022, we are committed to fostering an innovative and collaborative environment. Henry Schein, Inc. is an Equal Employment Opportunity Employer. We do not discriminate based on race, color, religion, creed, national origin, disability, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other protected status. Note: We are unable to hire individuals residing in certain US territories at this time. #J-18808-Ljbffr
Henry Schein