Dialog Direct
  • Marketing
  • Highland Park, MI, USA
  • Full Time

This position is responsible for managing the daily operations of the Client Service Specialist by consistently meeting internal/external customer expectations on all programs. This role requires identifying consistent processes to significantly drive continuous improvement, as well as execute business goals in an efficient and profitable way.

The Manager of Client Service Specialist are responsible for the following:

  • Hiring and on-boarding
  • Effectively manage utilization of staff members (through peaks and valleys)
  • Manages overall performance of CSD Specialist and providing constructive feedback:
    • Monthly One on One Sessions
    • Performance Appraisals
    • Peer Reviews
    • Career Planning
  • Ensure consistent and efficient processes within CSD
  • Ability to understand current processes/procedures to make recommendations for efficiency within the department to continue to optimize performance
  • Validation of effective program procedures and annual reviews
  • Manage and identify risks to avoid program risks
  • Initiation and Resolution of Corrective Actions when services have negatively impacted our clients in a timely basis
  • Resolution of all escalated concerns brought up through the team regarding environment, customer, process inefficiencies, etc.
  • Applies Mentor Program to new hirers as well as those struggling with new systems or programs
  • Participates as required in Start of Work Meetings as assigned to determine best resource alignment
  • Assigns work responsibilities through their teams global knowledge program requested functions
  • Reviews weekly forecast for high and low volume periods to assist in alignment of work/task and to ensure accurate forecast with the Account Lead Teams
  • Understands the billing aspects of programs and assist Specialist with determining Change in Scope and documentation as required
  • Reviews Gross Margins for programs within their area for reduction in margins and determine reason or corrective action
  • Handles all customer complaints and escalates to Account Lead Teams as required, taking the lead on any service failures for resolution
  • Assist with estimates and ensures financially we have covered appropriate resource within CSD
  • Create an environment of innovation, collaboration and encourage team motivation
  • Ensure compliance to GMP, GDP, HIPAA , Safety and Security Guidelines, Corporate Policies, etc. within their area
  • Willingness to be inconvenienced for the customer
  • All other duties assigned

 

KNOWLEDGE, SKILLS AND ABILITIES

  • Excellent Communication Skills (verbal and written)
  • Analytical Skills/Detail Oriented
  • Multi-Tasking Ability
  • Excellent Organizational/Time Management Skills
  • Excellent Interpersonal and relationship building
  • Delegation & proactive follow-up
  • Ability to be proactive and not reactive to planning (forward-planning)
  • Strong analytical skills with the ability to think tactically and have proven problem-solving skills
  • Ability to drive results and manage change effectively
  • Collaboration required at all levels
  • Professionalism
  • Solid Computer Skills
    • Basic Microsoft Word
    • Intermediate Excel
    • Web Navigation
    • Proficient in BLS
    • Proficient in BPC
  • Fulfillment Knowledge
  • Ability to take directions, yet work independently
  • Ability to create timelines and identify program risks
  • Superior Customer Service Skills

 

EDUCATION

  • Bachelor Degree or Industry/Management Experience
  • Minimum of 2-4 years of experience in a related industry
Dialog Direct
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