Job - Customer Service Manager, in San Antonio, Texas - Medtronic

Position Description

The Operations and Data Analysis Manager will provide leadership and direction to the various operations and analysis functions within the Diabetes Therapy Services area which includes the DTC and DTA groups. The Operations and Data Analysis Manager will be the central figure supporting the various operations/analysis functions in DTS to ensure full integration of operations and analysis functions in the DTS area. This position will support all facets of continuity of business including the review of operational processes and procedures to continually enhance procedural efficiency. In addition, this position will support the Director at conducting end-to-end business analysis and review of production and revenue to enhance sales strategies and deliver the Inside Sales revenue targets. The Operations and Data Analysis Manager also coordinates the integration of people, process, and technology disciplines to ensure the delivery of customer experience excellence within the DTS business.

Position Responsibilities

? Provide leadership and management to the team of Data and Operations Analysts within DTS
? Support the DTS managers in the day-to-day operations and analysis of the department
? Work closely with the Work Force Manager supporting the DTS business to drive productivity, efficiency and meet service level standards while maintaining customer satisfaction
? Working closely with outside business analysis teams to perform on-going business analysis (Managed Markets, Marketing, IT and US Sales Leadership)
? Provide support for on-going systemic process and technology improvement initiatives in collaboration with business leaders to ensure optimal efficiency and effectiveness
? Support the DTS Director with the development of strategy and quarterly/annual business planning, including budgets, forecasting and allocations
? Identify organizational, operational and industry best practices to develop strategies and drive implementation across the entire DTS business
? Review, evaluate and recommend new technologies; develop and maintain technological roadmap; develop ROI analyses to determine optimal technology investments
? Collaborate with IT to develop and maintain business continuation/disaster recovery plans for sites as it relates to call routing
? Recruit, manage, and develop direct-reporting staff

Basic Qualifications

? Bachelor's degree OR 8 years of work experience in lieu of a 4 year degree or a combination of work and education to equal a 4 year degree
? 5+ years experience in Analysis and/or Operations
?Advanced knowledge of Business Analytics including SAP and SQL Server databases
? Experienced utilizing Microsoft Office Products: Word, Excel, PowerPoint, Project
? Experience leading cross functional operations and data analysis projects/teams

Desired/Preferred Qualifications

? Proven project management skills incorporating process improvement, process design - six sigma/lean methodology
? Results and execution oriented
?Excellent presentation skills with strong ability to present both qualitative and quantitative information in a clear, concise and persuasive manner to all levels of the organization
? Measurable experience improving the overall metric and results of contact center operations
? Interpersonal skills to influence cultural change, facilitating and enhancing performance within a cross-functional environment
? Knowledgeable and experienced with financial reports, modeling exercises, interpreting and communicating operating and financial information
? Masters Degree in related field
? Knowledgeable in Diabetes Management
? Certified in Lean Sigma Methodologies
?Workforce Management and/or Labor Modeling certification

Physical Job Requirements

? Ability to travel up to 10% of time
? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
? Standing, sitting, walking, lifting a minimum of 20 lbs. Must be able to use computer (hand, eye, fingers dexterity).
? While performing the duties of this job, the employee is regularly required to talk, hear, and input data into a computer.

? Must be able to use a computer (hand, eye, finger dexterity) and may be seated at least 75% of time.

Source: http://www.careertopjobs.com/clinical-research-job.aspx?job=467371

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