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Associate Director of US Customer Solutions - Call Center Operations

HireResources a Tailored Solutions Company
San Francisco, CA
  • Expired: October 27, 2021. Applications are no longer accepted.

Job Description One of Our Valued Clients a Global Leader in The Biotechnology Industry, is seeking an experienced Associate Director of US Customer Solutions. We are seeking someone with Strong Operational Leadership skills and experience for the development, continuous improvement, and delivery of support for our US clients. Come and join a Global Leader in The BioTech Industry, and Accelerate your Career Growth Position: Associate Director of US Customer Solutions Call Center Operations - Remote Role Location: Remote Role, Office in Southern, California Salary: Aggressive Base Salary Bonus Commensurate with experience NOTE: Remote Role and Position.

Position Summary: The Associate Director, US Customer Solutions is a key strategic and operational leadership role responsible for the development, continuous improvement, and delivery of support for our US clients. Duties and Responsibilities: Lead commercially focused customer solutions team Drive high-performing customer support strategy with a highly consultative, analytic, and customer-centric approach. Manage metric-driven technical support activity with a focus on customer service and customer experience excellence.

Evaluate and adapt KPI’s and metrics to drive adoption, retention, growth, and reduce churn. Manage call center operations Develop procedures to guarantee effective customer onboarding, customer training and excellency Lead in-house and field teams (FAS and FSE) optimizing pre-sales and post-sales activities partnering with the sales team on driving the business Oversee the execution of client initiatives and ensure coordination of clients, internal resources, and third parties/vendors for delivery of defined objectives. Builds strong working relationships with clients, internal stakeholders, vendors, and team members through effective communication.

Utilize direct client feedback to identify opportunities for efficiencies and anticipate delays or issues before impact to costs, deliverables, or client’s operations. Identifies training needs and opportunities and proposes policies or procedures that will enhance the company’s ability to deliver valuable services to our clients. Evaluate customer needs continuously and adapt processes and technology resources to improve existing approaches designed to ensure long-term client satisfaction and retention.

Collaborate with key stakeholders in the Sales, Marketing, Operations, Development, and Executive team to create cohesive strategies across the organization and execute these strategies. Education and Experience Requirements: Bachelor’s degree, preferably in Chemistry, Biochemistry, Molecular Biology or Genetics. MS Degree and/or Ph.D.

preferred. Must have 5 years of experience Managing/Leading a customer support function, with Excellent customer service skills including a customer-focused attitude. Must have 5 years Supervising/Managing employees and supporting them on the execution of corporate strategy Interviewing and training employees.

Must have 5 years in the BioTech/Pharma or closely related Industry. Must have 5 years of Evaluating and Adapting KPI’s and metrics to drive adoption, retention, growth and reduce churn. Must have 5 years of Managing/Leading Call Center Operations.

Experience Leading in-house and field teams optimizing pre-sales and post-sales activities partnering with the sales team on driving the business. Appraising employees’ productivity and efficiency for the purpose of recommending promotions or other changes in status. Exceptional verbal (especially telephonic) and written communication skills.

Must have Strong Organizational skills and effective time management skills, since the customer service environment requires one to operate in a multi-tasking, organized, team-oriented and fast-paced environment Highly detail-oriented, with the ability to prioritize job responsibilities in a dynamic fast-paced environment Possess the ability to be self-starting and understand the need for achievement of tasks in pursuit of goal satisfaction Strong working knowledge of Microsoft Office Products (Word, Excel, PowerPoint, and Outlook) Company Description HireResources recruiters are not generalists; they are specialists in their industries providing quick access to industry top talent in select industry sectors. We speak your language and understand the factors critical to your business. Each HireResources Sector Team has a specialized target recruitment function.

In fact, if we do not have expertise in your industry, we will let you know this upfront. HireResources was established in 2002, in 2015 we began a growth phase by restructuring our core business, today, HireResources is a fast-growing Staffing & Recruitment platform headquartered in Connecticut. HireResources is an open source staffing and recruiting model giving flexibility and support to top executive recruiters across the country.

HireResources recruiters are thoroughly vetted and are proven professionals in the recruiting industry.

HireResources a Tailored Solutions Company

Address

San Francisco, CA
94199 USA

Industry

Business

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