Patient Care Team Lead
hace 4 semanas
At Roche, we are passionate about transforming patients' lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day.
The Position:In Patient Care, we contribute to our commercial success by assisting patients, supporting our customers and partners, promoting and selling products, digital solutions, and services. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.
Key Responsibilities:- Lead team members and ensure service delivery through a combination of internal Roche team and/or external supplier team as an inspiring leader and a role model according to Roche ́s core competencies, leadership commitments and operating principles.
- Foster individual's and team's performance level, productivity and efficiency by setting clear individual and team goals, providing guidance, motivating, coaching, assessing, challenging and developing employees.
- Develop team spirit, an inspiring team environment and a common, open, diverse and inclusive Patient Care culture, avoiding silo thinking and supporting cross-team / cross-functional collaboration overcoming the challenge of a multi-location / partner set-up.
- Ensure an outstanding customer experience and the reaching of other defined business objectives and a high service quality through team leadership and engagement with the Patient Care network and supporting functions.
- Drive the implementation of suitable tools to enable a standardized monitoring of KPIs in collaboration with Patient Care colleagues locally and globally and subsequently monitor KPIs while having a deep understanding of the mechanisms behind, to be able to counteract in case of deviations.
- Regularly conduct or oversee call listening and data analysis to maintain high-quality customer communication. Identify training needs based on these assessments, provide relevant content, and strive for a high first-call resolution rate while ensuring compliant documentation.
- Oversee day-to-day operations, observe advisor ́s performance and adherence to the plan, double-check the correctness of the plan and monitor KPIs on a daily basis developing deep understanding of the mechanisms behind.
- Drive continuous improvement of work processes by proactively suggesting changes, performing pilots, supporting, or driving the implementation, while also overseeing multi-contact channel deployment (email, chat, web, phone...) and supporting digital transformation to ensure a continuous increase in productivity and quality of services provided.
- Ensure an outstanding customer experience and the reaching of other defined business objectives by monitoring, controlling and facilitating operational processes with the supplier team.
- Leverage a comprehensive understanding of the country strategy to identify needs and opportunities for added value. Collaborate with Country Organizations to create, modify, or discontinue services with the goal of proactively delivering Patient Care services that align with evolving business needs.
Requirements:
- 5 years of experience, preferably in a contact center or in the healthcare industry.
- Bachelor's degree or equivalent experience required. Postgraduate and/or Master's degree in e.g. Business Management, Human Resources Management, Operations or Coaching desired.
- Language skills: A fluent command of English and Country X language, potentially other languages based on local/regional needs.
- Demonstrated leadership experience through direct or indirect leadership responsibilities.
- Experience with digital solutions and healthcare industry in a contact center desired.
- Excellent customer service, communication and organizational skills. Good leadership skills. Ability to understand, explain, follow and enforce SOPs, Contact-Center KPIs and protocols.
- Ability to de-escalate and resolve customer's complaints in an effective manner.
- Result oriented, customer centric, service oriented, experienced in agile organizations, driver of change with a growth mindset.
- Excellent IT navigation skills – Fast learner in new technologies is a must.
- Flexibility to travel - 10-15% (Mainly for EMEA)
About Roche:
Roche is an Equal Opportunity Employer.
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