Customer Care Team Leader

hace 2 semanas

Barcelona, España Solutia Lifescience A tiempo completo

**Descripción**:
We are currently looking for a Regional Customer Support Team Leader OLYMPUS located in Barcelona.

SPECIFIC RESPONSABILITIES

This post is accountable for the leadership of a Regional Customer Support team. As a confident and visible operational leader, you will achieve success to deliver on our ambitions for excellence, with motivation, enthusiasm, and resilience. Through performance management, you will train, coach, and be an inspirational mentor of Team Leaders and Employees to ensure the deliverance of our objectives and targets. Successfully achieve service excellence by monitoring internal metrics and undertaking performance reviews.

The post reports the Regional Business Unit Manager Medical Service and the EMEA Customer Support Manager and will manage all regional customer support operations ensuring
- A “OneOlympus” approach through collaboration across functions and Business Units
- Achievement of strategic and operational business targets
- Achievement of customer satisfaction targets for respective customer touchpoints
- Team Leaders and Employees achieve their career goals alongside business strategic priorities
- Efficient use of resources within the defined quality objectives
- Developing towards a more data-driven organization and decision-making
- The job is conducted in line with our Core Values which are: agility, empathy, long-term view, unity, and integrity.

**Strategy development and deployment**
- Support the development of the EMEA-wide Customer Support Strategy and lead the deployment within the Region.
- Collaborate with Customer Care, Uptime Support, Fields & Remote Service, Repair Workshops, and other areas of the medical division to continuously improve customer journeys through our Services including remote support, direct support, and predictive maintenance
- Focus on deploying tools, processes, and innovations that support achieving the highest possible levels of support to customers with a focus on first contact resolution and escalation management of their inquiries.

**Functional management**
- Implement and work to all applicable regulatory and quality requirements.
- Regularly review and ensure achievement of KPIs indicating the strategic and operational performance of Customer Support across the Region and Countries, including but not limited to delivery and return of loan devices, and resolution of customer complaints in timely and high-quality manner.
- Manage the interface to Customer Care (acting as generalist front-office for Service), ensuring SLAs are defined, agreed, and met.
- Deliver accurate work demand forecasting and appropriate resource utilization to allow effective delivery of Customer Support services in a consistent way across the Region.
- Set and deploy team objectives, action planning, skills analysis, and support CSM improvements.
- Continuously review process, team structure, and direction to ensure we are adapting to changing customer and business needs and review trends to monitor and improve operational performance

WE OFFER
- Permanent Contract
- Competitive salary
- Social beneficts

**Requisitos**:

- Fluent in written and spoken English is mandatory
- Master degree in Administration or equivalent
- Experience of leading and managing people in a customer support environment.
- Good working knowledge of Word, Excel, PowerPoint

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