Intraday Operations Specialist

hace 7 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 team at F. Hoffmann-La Roche Gruppe. As a key member of our Customer Care team, you will be responsible for ensuring the smooth operation of our call center, including workforce management, scheduling, and productivity metrics.

Key Responsibilities
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement changes to optimize call center performance.
  • Develop and maintain accurate forecasts of incoming call volume and schedule agents accordingly to meet service level targets.
  • Manage agent schedule adherence and ensure that the correct number of agents are available to answer incoming calls.
  • Collaborate with internal stakeholders to coordinate coverage for customer calls and identify opportunities to balance workload and resources.
  • Proactively participate in or manage projects to continuously develop processes and improve call center efficiency.
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 attention to detail and analytical thinking.
  • Effective problem-solving skills and ability to work in a fast-paced environment.
  • Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
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, contributing to the development of innovative solutions that improve patient outcomes. We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

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