What Performance Monitoring contributes to Cardinal Health
Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.
Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.
Role summary
We are looking for an experienced and passionate Manager of Performance Monitoring and Analytics to lead our team in optimizing the performance of our contact center through data-driven insights. The ideal candidate will have extensive experience managing performance monitoring and analytics teams, as well as proficiency using Verint Analytics tools to drive an insight-driven quality management program. This position is essential to ensuring that our contact center operates effectively, delivering exceptional customer experiences and continuous improvement.
Accountabilities in this role
- Lead a team of performance monitoring and analytics professionals to ensure accurate tracking and analysis of key metrics related to call volume, response times, agent performance, customer satisfaction, as well as other relevant KPIs.
- Manage the use of Verint Analytics tools to collect, analyze, and interpret data in order to provide actionable insights that drive quality improvement initiatives.
- Work with cross-functional teams to identify performance gaps, trends, and enhancement opportunities within the contact center operations.
- Create and implement a comprehensive, insight-driven quality management program that supports the ongoing enhancement of agent performance, customer satisfaction, and overall operational efficiency.
- Monitor and assess the efficacy of quality management strategies, adjusting processes as necessary to meet shifting business requirements and objectives.
- Communicate performance insights to leadership on a regular basis, delivering clear and concise reports and presentations that inform decision-making and drive strategic initiatives.
- Coordinate training and development initiatives for the performance monitoring and analytics staff, ensuring that their skills and knowledge remain current with industry standards and technological advances.
- Promote a culture of data-driven decision making, collaboration, and innovation throughout the team and contact center.
Qualifications
· Bachelor's degree in business, analytics, or a related discipline is required
· 7 years and up years of experience leading performance monitoring and analytics teams in a contact center setting.
· Extensive knowledge of using Verint Analytics tools or comparable contact center analytics platforms.
· A comprehensive comprehension of contact center operations, performance metrics, and quality management principles.
· Proven track record of implementing insight-driven quality management programs that increase operational efficiency and customer satisfaction.
· Outstanding analytic abilities, including the capacity to interpret complex data and translate insights into actionable strategies.
· Strong leadership and team management skills, with proven ability to motivate, mentor, and develop team members.
· Effective communication and presentation skills, with demonstrated experience presenting insights to leadership and stakeholders.
· Attentive to detail, organized, and capable of juggling multiple responsibilities in a fast-paced environment.
What is expected of you and others at this level
- Manages department operations and supervises professional employees, front line supervisors and/or business support staff
- Participates in the development of policies and procedures to achieve specific goals
- Ensures employees operate within guidelines
- Decisions have a short term impact on work processes, outcomes and customers
- Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management
- Interactions normally involve resolution of issues related to operations and/or projects
- Gains consensus from various parties involved
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.
To read and review this privacy notice click here
