Intraday Operations Specialist

hace 2 días

Barcelona, Barcelona, España F. Hoffmann-La Roche Gruppe A tiempo completo
About the Role

We are seeking a highly skilled Intraday Operations Specialist to join our Customer Care team at F. Hoffmann-La Roche Gruppe. As a key member of our team, you will be responsible for ensuring seamless operations and delivering exceptional customer experiences.

Key Responsibilities
  • Monitor and manage workforce schedules to ensure adequate staffing and optimal resource allocation.
  • Partner with internal stakeholders to coordinate coverage for customer calls and identify opportunities for continuous improvement.
  • Develop and implement strategies to balance workload and resources, ensuring efficient and effective operations.
  • Collaborate with the Workforce Management Team to generate and evaluate staffing schedules, ensuring alignment with business objectives.
  • Proactively communicate with involved interfaces and initiate measures to address any issues or concerns.
Requirements
  • Associate's degree with at least 2 years' previous industry-related experience or an equivalent combination of education and experience.
  • Proven ability to make quick and effective independent decisions.
  • Strong organization and planning skills, with a focus on delivering results-oriented solutions.
  • Specialized knowledge and experience in call center operations, including workforce management experience, preferred.
  • Excellent communication skills, with the ability to effectively communicate with Advisors, Team Managers, and Business Partners.
What We Offer

As a valued member of our team, you will have the opportunity to work with a global leader in the healthcare industry, driving innovation and excellence in customer care. We offer a dynamic and supportive work environment, with opportunities for growth and development.

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