Job Description:
- Listen to, investigate, and resolve call escalations regarding patient inquiries
- Train service team on proper customer service, call etiquette and efficiency standards
- Supervise, interview, train, develop and evaluate the Support Center team members
- Develop standard operating procedures and KPIs to ensure the highest quality of customer satisfaction
- Identify problems early and mitigates risk by proactively
- Define report and analyze on key performance indicators
- Influence and make recommendations to key stakeholders thru data driven analysis and report summaries
- Review and analyze Call Center Metrics (average speed of answer, on-hold time, etc.)
- Manage incoming and outbound call activities of organization including by phone, email, web or chat
- Review and maintain call flows (interacts with IT as necessary)
- Assist with forecasting activities for the team and sets performance goals
- Create and interpret statistical information regarding departmental metrics to improve company efficiencies
- Develop policies and necessary reporting for call center metrics
- Oversee and approve standardized training materials for Support Center employees
- Develop staffing plans and hiring of new team members as needed; including forecasting and determining future needs
- Manage and coordinate implementation of customer service systems
- Manage contact activity and coverage to assure high contact levels
- Propose new training tools, equipment, incentives, procedures, call dialogues, etc. to better meet customers’ needs
- Develop and maintain extensive expertise in terms of patient needs, center priorities, technology, metrics, compliance regulation, and other related areas
- Proactively and professionally interact with members of the management team
Job Requirements:
to determine and improve company-wide processes/procedures and company offerings
- Perform other duties as assigned
- Projects a positive image of the organization to employees, customers, industry, and community
- Embodies the culture, values, and tenets of PharmaCann and full support of our purpose, goal, and key objectives
- Minimum seven (7) years of related operations experience in a call center focused on customer experience
- Experience in CRM management, workforce management and call center metrics
- Extensive knowledge of contact center systems, processes and the delivery of a high quality customer experience
- Strong leadership and experience managing performance is required
- Experience building and leading call center teams is required
- Excellent communication skills displayed verbally and written, internally and with patients
- Strong interpersonal skills with the ability to develop effective patient and teammate relationships
- Proven track record of establishing key metric reporting
- Ability to efficiently organize and manage multiple priorities and align resources to meet demand; strong attention to detail
- Proven ability to multitask and work well in a fast-paced environment
- Experience building and maintaining systems and workflows
PharmaCann, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age disability or genetics. We value diversity, military service, and law enforcement experience. Compensation is competitive and will be commensurate with experience. Benefits are available.