Manager - Customer Systems Support Call Center

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Job Details

Summary:

Under general direction of the Director, Customer Systems Solutions, responsible for managing the Call Center Technicians who respond to Strategic Customer calls and emails relative to systems support and training for AmerisourceBergen applications/systems with a focus on providing an improved customer experience.

Primary Duties and Responsibilities:

• Directly manages the Call Center team in terms of customer training, customer support, trouble-shooting, and resolving customer issues in a daily and on-call basis

• Performs process/policy documentation & promotes centralized knowledge sharing with Regional technical team

• Develops, implements, reviews and improves all Call Center policies, procedures and service standards

• Develops productivity metrics, tracks call volume, identifies areas that need improvement

• Identifies and investigates opportunities to standardize/improve processes as well as implement system enhancements for the areas that are supported by the team

• Develops and executes a Call Center Technician Training program including both onboarding of new associates as well as continuous education for system enhancements and identified best practices

• Meets all organizational functions and standards for the call center, find solutions to improve the call center productivity and improve customer experience

• Synthesizes customer feedback relative to ABC PassPort and provides to the PassPort team for consideration

• Maintains a deep understanding of ABC system solutions as needed to provide in depth support of these systems/applications

• Liaise with IT Services, User Services and other functional areas on behalf of national/strategic customers to ensure a consistent, high-quality customer experience

• Responsible for team selection, development, management and performance management of technicians

• Assists with follow up calls to customers when appropriate.

• Manages the workflow as it relates to daily customer activities

• Must be willing to work extended hours, as needed, in order to meet objectives

• Performs related duties as assigned

Required Skills and Qualifications:

Requires training in fields such as business administration, accountancy, sales, marketing, computer sciences or similar vocations generally obtained through completion of a four-year Bachelor's Degree program, technical vocational training, or equivalent combination of experience and education. Normally requires a minimum of four (4) years directly related and progressively responsible experience.

• Knowledge of operating systems related to Microsoft Windows operating systems, IBM PC hardware and advanced knowledge of PC networking principles

• Strong understanding of current technologies in area of expertise

• Ability to communicate effectively both orally and in writing

• Strong problem solving and organizational skills

• Excellent leadership skills

• Ability to prioritize workload and consistently meet deadlines, good time management skills

• Good interpersonal skills

• Strong analytical skills

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit

Salary Range*

$86,500 - 123,860

*This Salary Range reflects a National Average for this job. The actual range may vary based on your locale. Ranges in Colorado/California/Washington/New York/Hawaii/Vermont/Minnesota/Massachusetts/Illinois State-specific locations may be up to 10% lower than the minimum salary range, and 12% higher than the maximum salary range.

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call

or email

. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

Affiliated Companies: IntrinsiQ Specialty Solutions, Inc