Summary of Major Responsibilities
In conjunction with the Exact Sciences Laboratories leadership team, provides support to drive the ongoing growth and development of the Customer Care Center and manages the day-to-day Customer Care Center activities under the direction of the Senior Manager, Customer Care Center. Responsible for evaluation of relevant Customer Care Center metrics and other identified key performance indicators. Aligns with other Exact Sciences Laboratories leadership on strategy and the planful execution of the objectives to support the accomplishment of company goals.
Essential Duties and Responsibilities
Provides input on appropriate quality monitoring (i.e. metrics) which is consistent with company Customer Care Center strategy. Oversees the quality monitoring program.
Monitors metrics to ensure incoming and outgoing phone and email contacts are addressed according to company goals.
Manages and executes departmental projects in associated timelines.
Hires, coaches and motivates team; implements and monitors staff productivity and service performance metrics.
Provides on-going coaching to Customer Care Supervisors and Associates to ensure consistent level of service is maintained. Recommends and implements changes to ensure high quality customer service.
Prepares call center performance reports to share with leadership team.
Partners with the ESL training team in the creation of training materials as appropriate. Identifies additional training needs/resources as needed.
Coordinates and takes part in the development and review of training materials and other documents including SOPs and process improvement documents such as procedures as appropriate. Identifies additional training needs/resources, as needed.
Stays abreast of industry standards, best practices, new technological developments and recommends implementation as applicable to our business.
Ensures compliance with all company quality procedures and guidelines including but not limited to Quality Policy, Code of Business Conduct and Ethics.
Ensures familiarity with relevant guidelines and policies for medical devices (e.g., HIPAA, Medical Device Reporting, etc.).
Other duties and projects as assigned.
Support and comply with the company's Quality Management System policies and procedures.
Regular and reliable attendance; reports to work on time and follows attendance guidelines.
Ability to work designated work schedule which may include nights and/or weekends.
Ability to listen and speak on the telephone and write simultaneously.
Ability to operate telephone system and computer keyboard and printer.
Ability to grasp with both hands; pinch with thumb and forefinger; turn with hand/arm; reach above shoulder height.
Strong interpersonal and teamwork skills including the ability to easily convey concepts and priorities as well as ability to solicit feedback and inputs.
Adjust delivery of information to convey a clear message to the intended audience.
Excellent verbal and written English communication skills.
Apply knowledge of call center operations including implementation, training, and performance monitoring.
Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances.
Ability to inspire and motivate others and work effectively through influence and collaboration.
Disciplined, self-motivated and reliable; able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner.
Portrays a positive attitude with excellent interpersonal skills and the ability to interact and build strong working relationships with customers as well as peers at all levels of the organization.
Works in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly.
Conducts themselves in a professional manner in all interactions with members of the Exact Sciences team, clients and associates.
Bachelor's degree in business administration or related field; or high school degree/general education diploma and 4 years of relevant experience in lieu of degree.
8+ years of professional experience in customer service, call center, and/or other health care related environment.
4+ years of leadership experience with demonstrated ability to recruit, assess, motivate and inspire others to achieve success.
Authorization to work in the United States without sponsorship.
Must be 18 years of age or older and legally authorized to work in the United States.
Demonstrated ability to perform the Essential Duties of the position with or without accommodation.
Strong analytical and forecasting skills with demonstrated ability to plan workload, allocate tasks and scale operations to align with business priorities.
Previous work in call center within health care industry.
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. Applicable portions of the Company's affirmative action program are available to any applicant or employee for inspection upon request.