Director, Customer Support Operations at McKesson (Dallas, TX)

| Dallas-Fort Worth, TX
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McKesson requires new employees to be fully vaccinated for COVID-19 as defined by the CDC, subject to applicable, verified accommodation requests.

Key Responsibilities

1. Lead and develop the Customer Support team to increase customer value by setting clear and accountable performance measures
  • Set and utilize clear and accountable performance measures to improve team performance and update processes.
  • Analyze, summarize, and communicate KPI metrics to leadership to inform data-driven decisions.
  • Develop standards for handling customer issues and escalation path to ensure customer satisfaction and drive successful outcomes.

2. Management
  • Advance strategic workforce planning capabilities, methodologies and tactics to enable scalability and efficiency.
  • Proactively suggest changes and updates to current workflow and policies to ensure maximum adherence and customer satisfaction. Determine staffing plans that promote the most effective use of all call/support center personnel; ensures coverage during personnel absences.
  • Keeps aware of team capacity and proposes hiring needs to accommodate growth.

3. Customer Service
  • Communicates with customers to resolve their escalated questions or concerns. Coordinates with internal teams to assist in managing accounts and ensure customer expectations are met.
  • Identify the pain points, trends, and issues that our users and customers face

4.Service Optimization
  • Recommend and support technology enhancements that improve the customer experience or operational performance as related to the contact center. Drive the selection, customization and use of systems, programs, software and other technology tools.

Minimum Job Qualifications (Knowledge, Skills, & Abilities):
Education/Training -

Business Experience -
  • Minimum 7+ years in customer service
  • Minimum 5+ years leading a SaaS customer contact center, preferably in healthcare industry.

Specialized Knowledge/Skills -

Proficient in Microsoft Office

Working Conditions:
Environment (Office, warehouse, etc.) -
  • Hybrid environment (remote/traditional office)

Physical Requirements (Lifting, standing, etc.) -
  • Large percent of time performing computer based work is required.

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected] . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!
More Information on McKesson
McKesson operates in the Healthtech industry. The company is located in Irving, TX, Columbus, OH and Richmond, VA. McKesson was founded in 2022. It has 23630 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 12 open jobs at McKesson, click here.
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