Senior Manager - MCL Customer Contact Center (MLI)

Mayo Clinic•Rochester, MN

5h•$118,289 - $177,465•Hybrid

About The Position

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 Manager–Operations-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.

Requirements

2-year commitment to the position is required.

Responsibilities

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.