Senior Manager MCL Customer Contact Center (MLI)

This is a hybrid position and must be located within 100 miles of the Rochester MN campus for on-site expectations

Mayo Clinic Laboratories (MCL) Operations is highly regarded as the benchmark for excellence within the reference laboratory industry. MCL goes to market as a differentiated provider and leans heavily on the efficacy of those areas within the control of MCL Operations. MCL Operations serves as the functional link that enables MCL strategy execution in highly competitive markets. Turn-around-time customer service global logistic network and transportation management specimen accessioning and distribution specimen collection capabilities management of remote on-site specimen processers and management of field-based service representatives are critical to MCL business units and are directly controlled by MCL Operations. The Senior ManagerOperations-MCL coordinates with the Director-Operations-MCL for the planning budget FTE capital and performance metrics for operational support of each MCL business unit. Responsible for the operational excellence and execution of operational plans of assigned staff and processes within MCL Operations in alignment with business and department objectives. Serves as a key member of the leadership team with a primary focus on planning and implementation of policies and systems. Facilitates project management while leading a multidisciplinary team including financial analysis problem solving and team collaboration. Regulates staffing in accordance with fluctuating workload. Partners in the support of department/division and institutional projects staff recruitment policy implementation and serves as a primary resource for issues and communications. Performs duties independently and initiates judgment in handling a variety of management issues. Domestic and/or international travel required.

• Lead day-to-day operations of the customer contact center ensuring service levels response times and quality standards are consistently achieved.
• Develop and execute customer contact center service strategies that improve customer satisfaction retention and operational efficiency.
• Manage coach and mentor contact center supervisors and team leads to drive high performance and employee engagement.
• Analyze call center metrics KPIs and workforce trends to identify improvement opportunities and optimize staffing models.
• Establish and monitor performance goals related to customer experience first-call resolution average handle time and service quality.
• Oversee workforce management scheduling forecasting and capacity planning to meet business demands.
• Drive continuous improvement initiatives through process optimization automation and technology enhancements.
• Partner cross-functionally with operations IT training HR lab partners and compliance teams to support organizational objectives.
• Ensure compliance with company policies industry regulations data privacy and quality assurance standards.
• Manage escalated customer issues and implement corrective actions to prevent recurring problems.
• Develop and manage departmental budgets service agreements vendor relationships (internal and external) and operational expenses.
• Lead employee training onboarding and professional development programs to maintain service excellence.
• Implement customer feedback programs and use insights to improve products services and support processes.
• Prepare and present operational reports performance dashboards and strategic recommendations to execute leadership.
• Support digital transformation initiatives CRM optimization Message Center and Genesys solutions.
• Foster a customer-centric culture focused on accountability collaboration and continuous improvement.
• Oversee business continuity and disaster recovery planning for contact center operations.
• Evaluate and implement new technologies tools and best practices to enhance customer experience and team productivity.
• Monitor quality assurance programs and conduct regular audits to maintain service consistency.
• Drive initiatives that improve employee retention morale and overall contact center culture.

This position is not eligible for sponsorship/we will not transfer or sponsor a visa for this position. Also Mayo Clinic DOES NOT participate in the F1 STEM OPT extension program.

2-year commitment to the position is required.

A bachelors degree and a minimum of six years of operational management experience; or a masters degree and a minimum of three years of operational management experience are required for this position.
Acceptable degree disciplines include business organizational leadership logistics and supply chain management engineering information technology health care administration medical laboratory science or equivalent biology chemistry or related field.
Operational management experience must include a demonstrated ability to work collaboratively with internal (physician scientist administrative supervisory and allied health staff) or external client stakeholders. Must have excellent organizational human relations decision-making and problem-solving capabilities as well as excellent presentation and communication skills. Must have ability and confidence to effectively function independently be a self-starter and a team player. Must have led direct reports in previous positions. Must be capable of effectively presenting to internal and external groups. Must be accountable adaptable flexible creative dependable responsible and able to perform well within multi-functional environments while adhering to Mayo Clinic and MCL policies and procedures.
Masters degree preferred.

Experience with large and complex customer service domestic and global logistics customer contact experience or field-based service teams is preferred. Operational experience within an external-facing business entity competing in a highly competitive market is preferred.

Application Requirement (please attach)

• Cover Letter/Resume
• Current Mayo Clinic employees please include your 3 most recent performance evaluations
• Current DLMP/MCL employees that have been in their current lab/position for less than 2 years must attach an early release approval from their supervisor.