About DME Serve:
Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors
Functional Description:
Drive data-driven decision making and action planning. Use different methodologies to get insights to establish problem statements and create goals with a solid action registry. Project charters to be made with solid action items and a reasonable timeline. Manage stakeholders to secure their cooperation/ contribution. Present progress and output via different measures of success.
Job Duties and Responsibilities:
- Identify process and execution opportunities of the different business functions, especially those with a direct impact to operations.
- Gather and analyze data – both quantitative and qualitative to qualify the challenges and sort information accordingly to understand the size of each problem and establish a plan for determine the root cause. Practice of the 5S to organize data and documents.
- Analyze data based on spread, cohorts, correlations, trends and other relevant principles. Use planning, organizing and prioritizing techniques to prepare recommendations.
- Identify inefficiencies and execution challenges including competency opportunities.
- Recommend short term and long term solutions with success measures (lead and lag).
- Initiate sponsorship of projects that will empower people leaders to process improve.
- Lead big ticket projects from charter and WBS creation to follow through until completion and evaluation points. Handover successful projects but establish periodic reviews.
- Create and enforce guidelines for consistency in execution i.e. compliance and quality mechanisms.
- Track and evaluate the performance of the different teams using key performance indicators (KPIs) and all other measures established.
- Share best practices and provide mentoring to core stakeholders that require guidance.
- Present progress information and output/ results to the different working groups and possibly external partners
OTHERS
- Complete any special projects or tasks that are assigned by your leader in line with process and performance improvement as well as people development.
Judgement / Decision Making Behavior
- Use all available data but work with leaders to back track as necessary or produce new data sets.
- Use all applicable analytical methodologies.
- Consider cultural needs (people needs) and current level of competencies
- Consult with your manager and other leaders as much as possible. The better the representation, the more balanced the decisions will be.
Job Required Qualification:
- Thorough understanding project management, performance improvement and people development.
- Operations experience and a solid business acumen.
- Excellent verbal and written communication skills with strong presentation abilities.
- Vast understanding of training, quality and technology aspects of the business
- Ability to use different tools and platforms for project management and process improvement.
- Extremely organized and detail oriented.
- Knowledge and experience with data-driven action planning (analysis and creative thinking)
- Proven experience in managing people and a business
Preferred Qualifications:
- Working knowledge of DMAIC , ADDIE and/or Six Sigma methodologies
- Working knowledge of Swim Lanes (Lucid/ Vizio) and other mapping tools
- Advanced knowledge in MS applications including excel, PPT and SP utilization
- 3+ years of customer service experience, healthcare experience is a plus
- 3+ years of leadership / management experience, in operations, or OPS excellence preferred
- Outstanding interpersonal, verbal, and written communications skills required.
- Must be flexible and able to work in a fast-paced, heavy volume work environment.
- Able to demonstrate computer knowledge, multi-tasking, and time management skills.
Language Skills
Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
