Customer Service - NOC Mgr in Lenexa, KS at Quest Diagnostics

Date Posted: 6/23/2022

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    9601 Renner Boulevard
    Lenexa, KS
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/23/2022
  • Job ID:
    req92512

Job Description

Customer Service - NOC Mgr - Lenexa, KS - As needed

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

JOB SUMMARY:

With the creation of the National Operations Centers within Quest Diagnostics, emphasis will be placed on building tools and processes that will drive efficiency and enable best in class service delivery.  The NOCs will be located in Lenexa, KS and Tampa, FL and will have over 700 employees handling inbound and outbound customer inquiries providing service to customers 24x7, 365 days each year.

The Customer Services Manager is critical role within the National Operations Center at Quest Diagnostics, responsible for managing and directing all aspects of customer service operations. Implements and reviews operations center processes, policies, and standard operating procedures. Accountable for ensuring the highest level of service is provided to customers.  Facilitates cross-functional initiatives to reduce defects and improve processes.  Analyze business needs to forecast budgetary requirements.  Develop and execute action plans in order to achieve corporate and local objectives.

This role will be based in the Lenexa, Kansas or Tampa, Florida location and will lead and coach a team of Supervisors and QA Specialist that will support one of the regions or lines of business.  

JOB RESPONSIBILITIES:
  • Leads by example in demonstrating “gold standards” behaviors.
  • Responsible for the supervision, coaching, monitoring, training, reviewing, performance management of assigned staff
  • Responsible for developing strategies to promote employee engagement and improve employee satisfaction. 
  • Consistently initiates and maintains communication with, and high level service to, our internal and external customers.
  • Serves as a liaison maintaining communication and cross-training with other departments.
  • Ensure efficient and effective daily client communications of samples being held for TIQs as well as ensuring timely client communication of Priority values, STATs and TNPs per SOP.
  • Consolidate reports of daily, weekly and monthly trends.  Report all relevant statistics to senior management.
  • Follows-up with laboratories regarding challenges with test status or results.
  • Identify and follow-up IT related issues and make recommendations for service enhancements by submitting LIS RFS documentation.
  • Identify and follow-up with IT regarding telecom problems including service enhancements.
  • Analyze business needs to forecast budgetary requirements and prepare budget report as required.
  • Monitor department expenses and keep spending in line with budget.
  • Work with Customer Service Supervisors and Customer Solutions staff to resolve difficult client problems.
  • Oversee the support, direction, and training of business unit quality improvement such as Six Sigma, Standardization, BluePrint initiatives, living Quest values and our Company Vision and Mission.
  • Oversee and support education of team members regarding company policies and procedures and ensure compliance.
  • Prepare and submit monthly management reports including department metrics as required by Dashboard.
  • Establish and review departmental procedures to ensure quality service is provided to clients.
  • Oversee OSHA training, new hire training and QA competency training of all department staff.
  • Develop and execute action plans in order to achieve corporate and local goals and objectives.
  • On call after office hours and on weekends to resolve emergency client inquiries.
  • Conducts visitor tours of Customer Services when called upon.
  • Manage on-site or remote Supervisors and Agents. 

JOB REQUIREMENTS

Education:
 BA / BS or equivalent experience.

Work Experience:
  • 5 years professional experience in leadership role in a customer service environment
  • 5 years previous clinical laboratory experience preferred
  • Proficient level skills with the Microsoft Office suite, specifically Excel

Other:
  • Demonstrated success in fostering a positive and productive work environment, with ability to lead, build and motivate teams.
  • Broad understanding of the laboratory business and its service requirements
  • Excellent interpersonal, customer service and communication skills, including the ability to communicate complex issues clearly and concisely.
  • Proven problem solving and analytical skills. 
  • Proven ability to positively influence staff to drive results in achieving goals and objectives. 
  • Proven ability to manage and resolve conflict 
  • Adaptable and flexible with the ability to accept, create and manage change.
  • Ability to travel at least 10% to 25%
  • Customer Focus
  • Strong Decision Quality
  • Timely Decision Making
  • Managing and Measuring Work
  • Managerial Courage
  • Innovation
  • Process Management 
  • Business Acumen
  • Motivating Others

req92512