Customer Service Team Lead

recting resources, activities, programs, processes, and systems related to the tactical direction of the Customer Care operation. Ensure prompt, professional, and courteous support to customers and partners (internal and external) that drive retention and creates long term loyalty.**

Customer Service Team Lead

Saving lives starts with you. It starts with the chain of events you initiate when you work with McKesson Pharmaceutical - a chain that extends across the country and results in millions of people getting more from their healthcare.

As the leader in pharmaceutical distribution and supply chain management, McKesson Pharmaceutical delivers supply, technology, and care management solutions to over 26,000 retail and 5,000 health system pharmacies nationwide. Our company includes three segments: Our domestic network of distribution centers ensures that our customers - and their patients - receive the right medicines and medical supplies at the right time. Our IT segment provides service and support for more than 2,400 systems in independent, chain, hospital, clinic, and nursing-home pharmacies across the country. We work hard so that pharmacists can spend their time on patients - not paperwork. Our Center for Financial Services plays a critical role in ensuring that hospitals, pharmacies, and retail chains receive pharmaceutical products quickly - usually within 24 hours. Our entire team works to ensure patients receive their medications efficiently and begin the process of healing.

Current Need

McKesson Pharmaceutical currently has an excellent leadership opportunity to work in our Provider Solutions Customer Service department. In this role you will ensure effective and efficient customer service delivery as measured by achieving customer satisfaction and loyalty by directing resources, activities, programs, processes, and systems related to the tactical direction of the Customer Care operation. Ensure prompt, professional, and courteous support to customers and partners (internal and external) that drive retention and creates long term loyalty.

Position Description

Essential Job Functions & Responsibilities:

• Working familiarity with all Customer Care operations including process development and documentation and achieving designated scorecard performance targets.

• Contribute to the delivery of innovative and effective partner and customer self service capabilities.

• Contribute innovative thinking applied to best practices for the contact center.

• Lead or participate in the development, recommendation and implementation of specific Customer Care strategies as determined by the Customer Care Manager and Supervisor.

• Help manage and measure operations and performance within the Customer Care to assure performance targets are obtained.

• Contribute to and maintain an environment that balances a sense of urgency, high performance with a team-based culture and a learning organization.

• Provide accurate and timely feedback regarding individual performance and operations. Identify opportunities for growth and learning.

• Facilitate resolution of customer issues escalated to the leadership level.

• Lead or participate in other projects or duties as assigned.

• Monitor performance of key performance including inbound/outbound calls, offline support will be delivered through multiple channels including phone, fax, and emails.

• Ensure the availability and productivity of qualified, motivated staff , recruiting, selecting, monitoring the training and development, and providing career growth opportunities for staff and by directing the work responsibilities of direct reports.

• Enhance job knowledge by attending industry related trainings and workshops; reviewing professional publications; networking with other similar organizations.

• Contribute to effective processes and practices for knowledge sharing and communication.

• Clarify how change will help the organization meet business goals and articulate benefits of change.

• Make recommendations regarding appropriate staff levels and skills to achieve goals and objectives.

Team Lead Responsibilities:

Coach and recognize employees on career development opportunities, scorecard metrics and performance.

Contribute to the attainment of high employee satisfaction and retention; contribute to the development of program and initiatives within group to attain high employee satisfaction.

Minimum Requirements

2+ years call center experience

1+ year demonstrated leadership skills, depending on area of assignment may be required to have relevant healthcare/insurance/logistics experience

1+ year customer service experience

Critical Skills

• Ability to coach, mentor, lead and motivate others to meet high performance standards and expectations.

• Strong leadership and managerial skills that reflect a philosophy of "lead by example".

• Strong verbal and written communication skills with ability to foster and promote open exchange of ideas and knowledge.

• Must manage time and priorities effectively by completing tasks in a timely manner.

• Intermediate MS Office Outlook, Excel, PowerPoint, Salesforce, SAP, WFM Tools

• Demonstrated decision-making, critical thinking, problem-solving abilities.

• Strategy development, execution, performance management, and measurement.

Additional Knowledge & Skills

• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change.

• Demonstrated ability to develop and implement process enhancements including technology and performance.

• Commitment to external and internal customer satisfaction.

• Excellent interpersonal skills especially around conflict resolution.

• Ability to maintain expected attendance at work.

• Strong presentation skills

• Ability to manage job-related and personal stress effectively.

• Proficiency in Microsoft Office in Access and Project is nice to have.

• Familiarity using Aspect, CTI, SAP, Salesforce.com, or RTA are nice to have.

Education

2-year degree in business or related field or equivalent experience

On Site Team Training:

• Training is conducted on site at our Fort Worth, TX office: 13501 Park Vista Blvd Ste 150.

• Training consists of classroom and on-the-job training.

• For this training class, our in-office training window will begin June 10.

Hybrid Work from Home:

As a Provider Solutions team member, you must maintain reliable internet connectivity at the residence listed on file. Also, you must live in a commutable distance of no more than 60 miles from your office of destination, Fort Worth, TX.

You are expected to report to your Office of Destination on a regular basis. T****here will be meetings, additional specialized training or team events that will require coming in the office.

Benefits & Company Statement

McKesson believes superior performance - individual and team - that helps us drive innovations and solutions to promote better health should be recognized and rewarded. We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it is flexible enough to meet the unique needs of our diverse employee population.

We are in the business of better health, and we touch the lives of patients in every aspect of healthcare. We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies, and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.

But we cannot do it without you. Every single McKesson employee contributes to our mission-whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company-and of healthcare. At McKesson, you will collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that is vital to us all.

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status .Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

Agency Statement

No agencies please.

At McKesson, we care about the well-being of the patients and communities we serve, and that starts with caring for our people. That's why we have a Total Rewards package that includes comprehensive benefits to support physical, mental, and financial well-being . Our Total Rewards offerings serve the different needs of our diverse employee population and ensure they are the healthiest versions of themselves. For more information regarding benefits at McKesson, please click here.

As part of Total Rewards, we are proud to offer a competitive compensation package at McKesson. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.

Our Base Pay Range for this position

$22.61 - $37.68

McKesson is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.Qualified applicants will not be disqualified from consideration for employment based upon criminal history.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected] . Resumes or CVs submitted to this email box will not be accepted.

Current employees must apply through the internal career site.

Join us at McKesson!