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Bilingual Customer Experience Manager
7 months ago
**ABOUT THE ROLE**:
The Patient Support Services (PSS) Customer Experience Manager is responsible for overseeing our back-office call center support processes and activities. Your leadership and management skills will be vital in motivating and promoting a culture of exceptional customer experience within the Division.
As the Supervisor, Customer Experience, you will play a pivotal role in ensuring the achievement of our customer experience teams' success. Your responsibilities include developing and implementing detailed plans and policies to address program-specific requirements effectively. By hiring and nurturing a motivated and diverse workforce, you will promote a culture of collaboration and innovation. Your role will involve overseeing daily operations, efficiently managing work schedules, assignments, and reviews, as well as monitoring and evaluating staff performance to recognize excellence and provide necessary feedback for improvement. This role is responsible for the coordination of activities with a focus on Call Center support practices involving client (Patients & Manufacturers) and coordination and communications to and from the Call center to other PSS teams, Bayshore Divisions, and external 3rd Parties. Your commitment to staff development will be evident as you implement comprehensive training programs for our team members. By organizing staff development seminars, you will foster a positive customer experience culture, resulting in improved efficiency across the entire division. Ensuring that our staff is well-trained and proficient in their roles will contribute significantly to the success of the Division.
**Please note: This position requires that your are fluently bilingual in both English and French (verbal & written)**
**A DAY IN THE LIFE**:
Duties and Responsibilities of Call Center Manager includes (but are not limited to):
Coordinate the implementation activities for the transition of new PSS programs into existing back-office operations as it relates to call lines, call flow and scripting, working with the Business Development team, and IT to ensure efficient setup, and ongoing support of program requests.
Follow the best practices set forward by their director, and train the team on these new processes, reporting back progress of implementation and ongoing challenges or successes.
Recognize when other areas of the department may be impacted and escalate or communicate as required.
Share with team department changes and communicate new process changes and train teams as required.
Act as a 2nd level point of contact for escalations from customers, program staff, or internal team members as needed during day-to-day business interactions as it relates to call center processes.
Track and resolve issues when escalated, initiating corrective actions as appropriate to manage workflow issues (if any).
Participate in internal stakeholder groups to assess and implement change management or efficiency projects associated to the PSS back-office operations to improve team performance and internal workflows related to call center process and activities.
Identify, evaluate, and manage risks identified during back-office operations process changes.
Manage team schedules and attendance issues, and act as Call Center Agent when required.
Monitor agreed upon KPIs to understand team performance and follow up with team members when KPIs are not being met to ensure performance is addressed.
Monitor call volumes and adjust service queues as needed to achieve KPI results.
Manage a team of direct reports - call center agents
Complete other tasks as required by BSRx Management.
Job Qualification
**WHAT YOU BRING TO THE TEAM**:
Post-secondary education in a professional discipline pertinent to the job function or equivalent combination of education and experience.
Experience motivating, leading, training and managing staff in a fast-paced environment, promoting and fostering effective teamwork and establishing excellence in a customer focused environment.
Highly developed interpersonal skills with the ability to interact and communicate effectively with patients, the Customers, and staff at all levels of the organization through phone, in-person, and written interactions.
Completed Customer Service courses
3-5 years’ experience in managing and coaching teams
2+ years’ experience working with specialty pharmaceuticals and an understanding of home health services
Experience working with back-office teams to develop and implement new solutions and processes
Experience with and an understanding a variety of roles within a Patient Support programs, Specialty pharmacy, Reimbursement services
Ability to work independently or within a team environment
Ability to communicate cross-functionally in a variety of mediums
Ability to work cross functionally in an organization and across various levels
Ability to handle difficult situations and solve problems in a rapid fashion
Strong communication skills, both
