Operations Lead

McKesson•Memphis, TN

6d•$21 - $35

About The Position

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care. What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you. The selected candidate will be responsible for making sure the team is working as efficiently as possible and on the right set of priorities. In addition, the selected candidate will be responsible for collecting and analyzing metrics to ensure the team is successful. The supervisor will also be expected to establish relationships across the organization and will work on cross functional initiatives. Monday-Friday 11:am-8:00pm Shift

Requirements

4+ years in an Operations Support role with at least 2 years in a people leader role
2+ years of Information Technology management or supervisory experience including performance management
3+ years of experience supporting customers in a high volume, high transaction environment
Experience collecting and analyzing performance management data
Experience in SQL Server writing including medium to advanced queries
Good written and verbal communication skills

Nice To Haves

Experience in the health care environment is a plus

Responsibilities

Assist in team’s case resolution for tickets classified as Tier-I across the various functional areas
Assist case routing to other Operations teams, Development, and Infrastructure teams as appropriate
Partner with other groups and peers on process improvement opportunities that will help improve the customer experience and/or reduce support volume
Plan, develop, implement, and evaluate appropriate policies and procedures for advanced IT operations including development and maturation of case escalation processes to ensure free flowing escalation and information within the organization.
Determine root cause of issues and communicate appropriately to internal and external customers.
Supervise the work activities of direct reports to ensure the highest productivity.
Identify and develop key performance standards and metrics to drive desired culture and work to ensure their achievement.
Project support case volumes and ensure adequate staffing to ensure prompt response times to all support cases.
Oversee all support personnel training to ensure applicable subject matter expertise as well as identification of new learning opportunities and distribution of knowledge across team members. Team members should be able to handle cases of increasing complexity across functional areas
Collect metrics to gauge the effectiveness of the group, individuals and the processes used