HR Customer Care Team Lead
HR NBS
Mexico City, Mexico
hace 34 días

Job Description

With a shared mission to discover new ways to improve and extend people’s lives, our team of 120,000 global employees and our diverse portfolio of innovative medicines, eye care devices and cost-

saving pharmaceuticals, we are addressing some of society’s most challenging healthcare issues. With our legacy deeply rooted in our Swiss heritage and with our eye on the future, our industry-

leading pipeline, together with our continued investment in R&D and our high performing, diverse and passionate employees, we aim to be a trusted leader in changing the practice of medicine.

We are Novartis, and we are reimagining medicine.

As a global healthcare leader, we have one of the most exciting product pipelines in the industry today brought to life by diverse, talented, performance-

driven people. This makes us one of the most rewarding employers in our field.

The purpose of this role is to manage a team of HR Customer Care Specialists and Experts dedicated to Americas ensuring consistent Service Level Agreement (SLA) fulfillment and high customer satisfaction.

To be the first point of contact for escalation and resolution of operational queries / issues within the area of responsibility and to be a driver of continuous improvement initiatives.

  • Monitor the overall performance of the team of HR Customer Care Specialists and Experts to achieve SLAs.
  • Lead, coach and motivate and develop the team utilizing team and individual performance results
  • Investigate and resolve queries in the area of responsibility escalated by the HR Customer Care Specialists and Experts, ensuring appropriate and timely communication to all parties Manage workload by allocating team resources in line with peak periods, vacation, etc. (capacity planning)
  • Drive continuous improvement initiatives Manage project execution
  • Ensure that the team is properly trained Manage Knowledge Base for countries in scope
  • Ensure compliance in line with Data Privacy and Protection guidelines and other relevant legislation
  • Provide support for the transition period Perform other tasks as assigned by Line Manager Deliver balanced performance scorecards to agents Support Quality Program to ensure positive customer experience and optimal agent performance
  • Leverage call recording solution to monitor and evaluate quality in all customer interactions
  • Demonstrate expert knowledge of ticketing tool and lead best practices within the team
  • Utilize workforce management solution to monitor schedule adherence; identify opportunities for improvement
  • Bachelor degree or equivalent

    Excellent English spoken and written Fluent Spanish is required 1 additional language in scope Portuguese or French

    Experience in leading teams 2+ years of working experience in a Shared Services Center environment preferred Strong Working experience in a call center operations

    Work experience in virtual / remote teams preferred Work experience in international environment / team / global company

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