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Senior Manager, Customer Service Lead
hace 2 meses
Your primary focus will be on motivating, monitoring, managing, and developing your leadership team to drive excellence in Customer Operations. You will help build and drive a culture of continuous improvement while delivering efficiencies through the use of technology and simple, scalable processes.
As a Customer Operations Director, you will maintain sustainable relationships of trust through open and interactive communication both internally and externally to ensure alignment of business objectives. You will play a crucial role as an advocate for the customer and customer experience within PhysIOL.
Key Responsibilities:
* Develop and deliver the Customer Operations strategy working alongside the Global Head of Customer Operations.
* Manage, coach, and train Customer Service Team Leads, Specialists, and Associates.
* Drive continuous improvement ethos and actions to deliver exceptional customer service efficiently.
* Build and maintain effective relationships with other key internal stakeholders.
* Implement approaches with your leadership team to measure and monitor team performance, ensuring relevant training modules are completed and quality work is delivered to expected timelines.
* Coach and develop the leadership team so that workload is prioritized and organized, ensuring deadlines are met and inquiries are answered promptly.
* Prioritize workload to deliver on agreed objectives, able to challenge where adjustments are required.
* Establish and drive analysis and timely production of reports, KPIs, and metrics.
* Develop and support the one PhysIOL culture by working to align and create consistent processes across the globe. Act as a change agent in this regard and lead your team accordingly.
* Work collaboratively across functions and regions to drive a cohesive approach to customer experience across the organization.
* Be willing and able to support any country across Europe as and when required by carrying out daily activities and supporting customers.
* Manage staff in accordance with organization's policies and applicable regulations. Responsibilities include planning, assigning, and directing work; appraising performance and guiding professional development; rewarding and disciplining employees; addressing employee relations issues and resolving problems. Approves actions on human resources matters.
Qualifications:
* Fluent professional English and 1 other European core language would be desirable.
* Experience of leading teams managing indirect markets.
* Excellent communication and interpersonal skills.
* Excellent problem-solving skills with high energy and adaptability.
* Leadership, coaching, and motivational skills.
* Ability to balance multiple priorities.
* Ability to be calm and consistent under pressure.
* Ability to establish and maintain effective working relationships with coworkers, managers, and clients.
* Able to work within an environment of consensus and cultural sensitivity.
* Model PhysIOL's values in everyday interactions.
* Delegate and empower effectively.
* Positive interaction with members of the organization.
* Must have excellent PC/system skills and be computer literate with the ability to learn software programs e.g. Microsoft Office and other databases (ERP Systems).
* Understand, communicate, and demonstrate PhysIOL's Vision and Core Values.
* Minimum 5 years experience of leading a team in a senior capacity with multi-region responsibility including export markets.
* Bachelor's degree in business or related field and 5+ years relevant experience; or equivalent combination of education, training, and experience.
If you are a motivated and experienced leader who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
At PhysIOL, we offer a dynamic and supportive work environment that fosters collaboration, innovation, and growth. We are committed to helping our employees develop their skills and advance their careers.
Join us in our mission to deliver innovative solutions for our physicians and patients, based on their needs.
Apply now and take the first step towards a rewarding career with PhysIOL.
