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Customer Support Call Center Manager (On-Site)

CorDx
Atlanta, GA
  • Posted: over a month ago
  • Full-Time
Job Description

About You

You are looking to join a team exploding with growth in a lucrative industry that serves people all over the world. You have the talent of delivering answers reliably when others need them most. You listen, empathize, and provide resources to the concerns of others. You are a team-builder, process-driven, and long-term focused. You are a trusted source of communication and solutions for your organization and your team.

About Us

CorDx a multi-national biotech organization focused on pushing the limits of innovation and supply in global health. With over 2,000 employees across the world, serving millions of users in over 100 countries, CorDx delivers rapid testing and point-of-care medical device solutions used in the detection of infectious disease such as COVID-19, pregnancy, drugs of abuse, biomarkers, and more. CorDx is at the cutting edge of technology, artificial intelligence, and data science with the goal of delivering diagnostic solutions to some of the most critical questions in healthcare.

Responsibilities

  • Own the implementation and success of Call Center programs and processes in a startup environment
  • Lead the implementation of Call Center policies, protocols, tools, systems and information platforms while proactively documenting and maintaining compliance with laws, and regulations
  • Develop and execute long-term customer experience and support strategies
  • Ensure department-wide delivery of best-in-class customer support to customers and business partners
  • Recruit, mentor, and develop a high-performing team of customer support representatives
  • Develop weekly/monthly/quarterly meetings and training as needed
  • Develop Customer Support performance metrics for team members and department to evaluate success and adjust strategy as needed
  • Provide troubleshooting knowledge of Call Center tools and systems as well as strategies for process improvement and development
  • Maintain communication with internal teams and produce reports for leadership teams

Requirements

  • Minimum 5 years managing call-center teams and customer relationship systems (high-volume is preferred)
  • Bachelors degree or equivalent in marketing, management, communications, or business administration
  • Highly organized, detail oriented, adapts easily to changing needs of fast-paced environments
  • Strong communication and writing skills
  • Experience in Biotechnology/Life Science industry is preferred but not required
  • Bilingual in Chinese/Korean/German/Spanish/Arabic is preferred
  • Flexibility with language barriers at all levels
  • Ability to travel up to 10%

Benefits

  • Health Care Plan (Medical, Dental, & Vision)
  • Retirement Plan
  • Paid Time Off
  • Family Leave
  • Training & Development
  • Company Sponsored Meals

CorDx

Address

Atlanta, GA
USA

Industry

Business

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