Manage and monitor all QuickSTAT Customer Service activities ensuring compliance with all agreed company policies.Ensuring that the needs of QuickSTAT customers are being satisfied consistently and that excellence in customer service is promoted throughout the organization.Working collaboratively with Operations and Sales Management to ensure maximum client satisfaction.• Direct the daily operations of the CS / CRM teams• Develop and implement customer service policies and procedures• Define and communicate customer service standards• Oversee the achievement and maintenance of agreed customer service levels and standards• Review customer complaints• Track customer complaint resolution to conclusion • Handle complex and escalated customer service issues• Monitor accuracy of reporting and data base information• Identify and implement strategies to improve quality of service, productivity and profitability• Liaise with company management to support and implement growth strategies• Co-ordinate and manage customer service projects and initiatives• Ensure budget requirements are met• Evaluate and performance manage staff• Identify and address staff training and coaching needs• Review daily / weekly / monthly operations data performance to ensure all targets and deadlines are met.• To manage the training of all applicable designates ensuring their ability to manage all tasks. • Ensure the completion and sending of all client reports / monthly KPI’s / QBR reports and Investigation reports in accordance with the specific client requirements.

General Supervisor Functions• Effective communication with all staff and cooperation within the senior management team• Maintaining all QuickSTAT CS functionality ensuring compliance with agreed procedures. • Attend Management Meetings; to include CAPA review / Customer Complaints Log review and any required trend management to mitigate repeat errors.• Attend / Chair all relevant QuickSTAT product Meetings as required.• Seek appropriate support as necessary, from your senior Manager’s, the Directors and the Corporate team in order to complete your responsibilities• Maintain professional manner towards all staff, seeking at all time to implement and maintain company policy• Seek to resolve inter-departmental questions and issues as they arise and without conflict• Adhere to all Company Policies, at all times• To undertake any other reasonable duties/responsibilities at the request of the Senior Management.Supervising Staff• Maintain staff numbers and appropriate working rosters to ensure coverage of all aspects of the QuickSTAT Control Tower.• Encourage Team-Work, cooperation and a good working atmosphere within the department • Administer appropriate discipline in accordance with company policy.• Delegate some or all tasks, administrative or operational, as appropriate within the Control Tower Operations departments making full use of your management Team.

Lead and monitor and all QuickSTAT Operational activities ensuring compliance with all agreed company policies.Lead and monitor all QuickSTAT live network activities ensuring adherence to agreed rate structures and pricing policies. Working collaboratively with Customer Service and Sales to ensure maximum client satisfaction.

Manage and monitor Key account Customers and ensuring compliance with all agreed company policies.To ensure that the needs of QuickSTAT customers are being satisfied consistently and that excellence in customer service is promoted throughout the organization.To work collaboratively with Operations and Sales Management to ensure maximum client satisfaction.