Supervisor/Operation Manager

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

Supervisor

• Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service. 
• At least 3 years experience related 
• Monitors or reviews calls or other correspondence between representatives and customers. 
• Ensures that representatives are informed about changes to company products and services. 
• Collects data and prepares reports on customer complaints and inquiries. 
• Prepares monthly reports summarizing the assigned customer service team’s performance. 
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions. 
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Supervisor of Client Manager or other appropriate staff. 
• Assists with budget preparation for the Customer Service department. 
• Performs other related duties as assigned. 
• Assist with hiring of entry-level customer service employees. 
• Train new employees in the company’s customer service policies, procedures, and best practices. 
• Organize and oversees the schedules and work of assigned staff. 
• Helps pull metric for employee performance evaluations.

Operations Manager

• Recruits selects, hires, and trains new call center personnel and prepares them to respond to customer questions and complaints.  
• At least 3 years experience related 
• Prepares call center performance reports by collecting and analyzing call agents’ data.  
• Evaluate individual performance reviews and overall team effectiveness with upper management.  
• Helps call agents with challenging customer service issues.  
• Monitors team performance and provides tools if necessary.  
• Ensure the LOB is meeting the KPI and sales target set by the client.  
• Determines call center operational strategies by evaluating team results and objectives.  
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.  
• Meets financial targets by estimating performance requirements and preparing annual budgets.  
• Presents monthly and annual call center action plans and objectives.  
• Provide inspired leadership for the organization.  
• Make important policy, planning, and strategy decisions.  
• Develop, implement, and review operational policies and procedures.  
• Assist HR with recruiting when necessary.  
• Help promote a company culture that encourages top performance and high morale.  
• Oversee budgeting, reporting, planning, and auditing.  
• Work with senior stakeholders.  
• Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.  
• Work with the board of directors to determine values and mission, and plan for short and long-term goals.  
• Identify and address problems and opportunities for the company.  
• Build alliances and partnerships with other organizations.  
• Support worker communication with the management team.