About DME Serve:
Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers' needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words - it's who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors
Position Summary
As a Supervisor of Client Management, you will act as a Subject-Matter-Expert (SME) and leader in providing hands-on advisory, administrative support, and oversight to internal & external stakeholders to implement a delivery model to manage the surge of business growth. In close partnership with Operation’s team, you will be ensuring DME is delivering and achieve our clients’ goals.
You will enable the successful implementation of engagements with our clients. You will leverage your proven relationship, service delivery, project management, and financial management skills to ensure robust solution design and seamless implementation of programs on time and within budget.
Functional Description
Provide strategy and oversight to internal and external stakeholders to implement a delivery model to manage the surge of business growth. Responsible for team members to ensure DME as a vendor is delivering against our client’s goals. Enabling successful implementation of engagements with the BPO clients. Use skills in relationship management, service delivery, project management, and financial management skills to ensure robust solution design and seamless implementation of programs on time and within budget.
Supervisory Experience
Directly supervises employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Is responsible for the overall direction, coordination, and evaluation of this area. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Essential Duties and Responsibilities:
- Work across customer facing teams to ensure transactional process results in best-in-class customer experience.
- Develop, implement, and manage processes across all customer touchpoints.
- Provide accurate and timely communication to internal stakeholders on the overall health of project status and its deliverables.
- Escalate issues as needed to appropriate management levels and follow-through to resolve them.
- Communicate with Business / Functional leaders regularly, providing feedback on DME performance via Monthly Operational Meetings, Quarterly Business Reviews, and Annual Strategic Business Reviews.
- Support assigned clients achieve service and key performance indicators
- Monitor tools required to enable streamlined customer interactions.
- Oversee DME assigned clients Service Channels / lines of business
- Ensure clients service and performance requirements are met
- Collaborates with clients on training, WFM, volume requirements
- Collaborates with clients on process and quality
- Implement, and track Client Management-led initiatives to drive continuous improvements
Scope
- Receives assignments in the form of objectives with goals and the process by which to meet goals.
- Provides direction to others according to established policies and management guidance.
- Administers company policies that directly affect team members / supporting employees.
- Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
- Networks with senior internal and external colleagues in own area of expertise.
Judgement
- Works on issues where analysis of situation or data requires review of relevant factors.
- Erroneous decisions or failure to achieve results will cause delays in schedules / work products.
Experience and Education
Required Qualifications:
- Demonstrated ability to inspire and lead teams through difficult circumstances and rapid growth.
- Ability to identify areas needing improvement and relentlessly pursue process excellence.
- Impeccable written and oral communication skills
- Demonstrated ability to present project updates on key initiatives
- Typically requires a Bachelor’s degree with 5-8 years of industry experience. Informal management/ team lead experience.
Preferred Qualifications:
- Experience with operational development preferred
- Experience working with clients of as a vendor/BPO
- Startup / rapid growth experience
- Life sciences, pharmaceutical, or medical device experience.
Language Skills
Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Job Types: Full-time, Permanent
Benefits:
- Life insurance
- Paid training
- Work from home
Schedule:
- 8 hour shift
Supplemental pay types:
- 13th month salary
- Commission pay
Experience:
- Operations Supervisor: 3 years (Required)
- BPO: 5 years (Preferred)
- Healthcare Account: 3 years (Preferred)
$ads={1}
$ads={2}