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director of customer care
Ref No.: 18-06236
Location: whippany, New Jersey
EDUCATION:
•Bachelor's Degree; or equivalent experience required-A MUST

KNOWLEDGE, SKILLS & EXPERIENCE:
•Highly skilled in process management and measurement skills; written and verbal communication; problem solving that includes rigorous logic and methods to solve difficult problems. Responsible and driven to drive world class customer service and patient outcomes. Must have an extreme sense of patient/customer empathy. Strong problem-solving skills and ability to manage effectively through ambiguity and complex situations – Self Lead.
•10-12 years in a multi-discipline, complex and high transaction volume call/contact center in a healthcare care or related life science organization. Must include 5 to 7 years with direct management of professionals/supervisory and or other management roles. Workforce management and labor planning experience that includes long and short-range forecasting in contact center environment desired.
•Demonstrated high proficiency in developing talent through the ability to attract, hire, engage, motivate, develop direct reports and inspires individual that results in a high-performance team/organization and employees who want to do their best.
•Accountable for a continuous and comprehensive data-driven quality management process with nimble and responsive corrective actions. Leads the quality management processes that include the end to end customer experience, analysis of the customer usage of products, and the internal workflow and processes for identifying corrective action and the data-driven rationale for key organizational performance metrics. Accountable for the resolution of corrective actions that support the organizational performance metrics.
•Responsible for general management functions related to budget and staffing forecasting and compliance with internal controls. Utilize workforce management tools, and experience as it relates to contact centers