Key Responsibilities
- Oversee daily work activities and maintain proficiency in all processes and procedures for the support center and field Agent staff.
- Drive continued improvement initiatives across the team
- Ensure implementation of Best practice across Globe implemented within department
- Ensure Implementation of automation / standardization projects are implemented within department.
- Building mechanisms to control and report on Operational Performances
- Ensure Internal and External KPI’s are met and followed
- Root Cause analysis into non consistent outcomes & Implementation of result
- Review and approve site specific procedures, assuring alignment with global processes.
- Ensure compliance of team within Site specific and Global processes.
- Identify and resource correctly peaks in workload across the team. Requirement to be flexible and re adjust resourcing across team.
- Attend and participate in team leader meetings, providing knowledge and suggestions to develop solutions for pain points and manual processes, streamline workflow utilizing PE tools and software, to optimize time and talent and staff utilization.
- Partner to Delivery teams to ensure streamlined and consistent customer outcomes and feedback
- Provide on-time monthly business review reports and other documentation as required or requested.
- Ensure Quality requirements are met to customer specific requirements.
- Interview, hire and train new employees, monitoring process and confirming proficiency before probationary periods expire & Initiate onboarding processes to be defined
- Act as a mentor to foster employee growth and development.
- Maintain employee training matrix and assure staff is proficient in all areas of their work responsibilities,
- Schedule and complete regular staff meetings to share information, identify pain points and opportunities for process improvement.
- Provide ad hoc support based on workload volume and staffing.
Role requirements:
- Demonstrated ability to succeed in a fast-paced environment, working on multiple projects with changing priorities and deadlines.
- Experience in a Life Science and Environmental Health area would be an asset
- 3 years of experience in a team-based customer service environment and demonstrated leadership skills; 3-5 years proven leadership (required)
- Must have experience of Leading Departments and Developing the people within
- Understanding of excellent Customer Service
- Demonstrated high level work ethic and organizational skills is a “must have”.
- Strong attention to detail; demonstrated accurate information transcription
- Excellent Excel skills
- Experience in SAP/ECC/ServiceMax Essential
- Project management experience desirable
- Experience in Lean or Six Sigma desirable
- Ability to communicate both internally & externally; orally and in writing.
- Excellent verbal & written communications skills, fluent business in English languages are required, local language required
Competencies:
- Management/Project Management - Sets goals and engages the team around them
- Talent Development – Develops and implements processes and practices to proactively attract, select, and retain top, diverse talent
- Customer Focus - Understands and acts on the needs of the internal and external customer
- Learning Mindset - Has an attitude that predisposes you to be open to new experiences, to believe you can and will learn, and to intentionally grow and develop from your experience. Approaches experience favorably disposed to learn, grow, and develop. Intentionally learns in all aspects of your work life.
- Business Acumen (Enterprise Mindset) - Has a strong understanding and awareness of customer needs, industry knowledge, financial performance, data and internal business processes and operations. Displays organizational insight across PKI; understands and leverages the internal matrix to achieve optimal outcomes.
- Professional Presence - Conveys self-confidence, communicates clearly and effectively. Influences and inspires others through being authentic, self aware, curious, confident, and persuasive while building trust and goodwill
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