Care Fusion Work Values

Daily Duties at Care Fusion:

• Achieve company objectives for profit performance and customer experience objectives within the Center • Direct supervision of team members, including responsibility for: o Hiring of all team members and monitoring new hire orientation procedures o Training and evaluating the efficiency and productivity, quality of team members by establishing performance standards and objectives; conducting regular Operations Reviews and Performance Appraisals and making recommendations for wage increases and promotions, when applicable; ensuring execution on all people related initiatives (i.e. bench planning, climate survey follow up) Ensure consistently applying Policies and Procedures • Provide daily coaching and monthly feedback o Including:  Provide day-to-day management and supervision for the scale-up and on-going operation of Customer Service and Operations teams. Drive people, process, and technology improvement initiatives to optimize the customer experience Provide advanced support for customers and resolution of their complex issues. Collaborate with stakeholders to develop standard procedures and achieve best practices. Develop documentation and training materials for procedures. Train staff on procedures. Monitor daily activity and track staff performance across a range of quantitative and qualitative metrics. Primary contact for User Acceptance Testing of Customer Service and Operations technology features. Professionally represents the Company internally and externally.  - Maintain and reinforce the sense of urgency required in order to meet service level objectives. - Respond to customer concerns, complaints or inquiries in a timely, professional, and responsive manner. - Interact collaboratively with all departments to ensure excellence in delivering services and products to achieve extraordinary customer satisfaction. - Train, mentor, and motivate performance of Care staff through constructive feedback. - Ensure corrective action is being administered timely and within corrective action guidelines. - Ensure appropriate and timely coaching and feedback sessions are taking place with all employees within the Care department. o Spearheaded 4 Green Belt 6 Sigma projects by decreasing costs and improving Customer satisfaction.

What they like about Care Fusion:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

6 sigma, Customer support manager, Project manager, Assistant Director, Technical Support, Training Manager, Workforce Manager

Skills

6 sigma, Spanish speaking, call center subject matter expert, workforce management, Project management, Leader, Strategic Business planning, Customer service , Quality assurance, Decreasing cost, process improvement, Safety and ergonomics, development of standard operating processes, Training, Hiring and staffing , People skills, Coach, manage revenue, customer service, expense

These are some of the questions we asked our climbers about their experiences with Care Fusion: