Job Title
This position is remote or job summary. This position is responsible to manage directly or through delegation : TSMs, activities, and the operations of the Data Conversion teams to ensure successful client software conversions, while implementing and promoting data conversion best practices. Work toward and assist in the achievement of individual, team, department, and corporate goals.
What You Will Do :
- Continually drive improvement projects, measured through the Net Promoter System (NPS) and Customer Satisfaction Ratings
- Actively seek to improve the customer experience, ensuring a high level of quality customer service by participating in the escalation and quality control processes
- Coach and train Supervisors in department processes, career pathing, coaching / mentoring, and leadership skills needed to perform effectively in their positions
- Plan for trends affecting the department (i.e. training, product changes, releases, sales volume, and et al.) and actively plan and implement improvements to provide quality and consistent service to all customers
- Monitor department statistical reports and coach team where necessary to ensure timely, quality service is offered to all customers. Includes evaluating department statistics and working with management team to implement action plans to achieve department excellence
- Actively involved in monitoring department budgets, driving to ensure that budgeted expenses are not exceeded
- Consistently communicate with team and management of department goals, progress and any related concerns through reporting, action plans, career pathing, etc. to ensure individual, department and company goals are met
- Developing, implementing, and maintaining procedures and processes for the implementation team
- Communicate related product / service related news and developments to the team as required
- Collaborate with other departments to provide business continuity, support and productivity
Specific Knowledge and Skills :
Excellent computer skills including Microsoft Office applications, CRM, SaaS applications, and internet browsersExcellent understanding of SQL primarily Microsoft T-SQLExcellent understanding of database architecture and connectivity, including but not limited to Pervasive, Sybase, Microsoft Access, Microsoft Excel, Flat Files, CSV, MySQL, and othersExcellent understanding of both client / server and cloud based (SaaS) applications and servicesExcellent understanding of regulatory compliance including HIPAAGeneral Skills and Competencies :
Strong management and leadership skills and ability to attract, retain, motivate, develop and mentor team members for high performanceOutstanding verbal and written communication skills and ability to resolve disputes effectivelyExcellent presentation and public speaking skillsExcellent independent decision making, analysis and problem solving skillsUnderstand and act on financial information that contributes to business profitabilityAbility to plan and manage successful projects; understand available resources, develop timeline, budget, assign tasks and areas of responsibilityLead team(s) to achieve company goals in creative and effective waysExcellent planning and organizational skills and techniquesCommunicate effectively with senior managementHenry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any ther legally protected status.