Leads and directs the activities of the Global Customer Operations department. Ensure that timely, accurate and reliable service is provided to Zimmer customers regarding sales support/customer service related matters for domestic customers. Departmental responsibilities include but are not limited to order entry, data analysis, department training and ensuring compliance to Zimmer policies and procedures.
Principal Duties and Responsibilities
Provide leadership for the Global Customer Operations department.
Oversee the selection, training, work assignments and development of staff.
Manage staffing assignments to ensure appropriate shift-coverage throughout the workweek.
Develop, update and train staff regarding required documentation (Standard Operating Procedures (SOP), Work Instructions (WI), Forms, and Training Records).
Develop, capture, analyze and communicate department and individual performance metrics.
Monitor ACD phone system reports and other performance metrics in order to identify departmental and individual strengths and weaknesses, and respond accordingly.
Manage individual performance in accordance with corporate human resource policies and procedures, including documentation and communication of performance evaluations, performance improvement requirements, disciplinary action, termination or other employee relations requirements.
Expected Areas of Competence
Candidates must have excellent oral and written communication skills, particularly proficient telephone etiquette.
Must demonstrate leadership capabilities and the ability to work as part of a team is essential to the job.
Participate in proactive team efforts to achieve departmental and company goals.
Responsible for implementation of the Company Quality system as it applies to the specific activities being performed.
Ability to perform other duties, as assigned.
Bachelor’s Degree required and 5-7 years experience in a Customer Service or Call Center environment preferred. A combination of education and work experience will be considered.
Up to 25%