Team Manager Customer Service Europe

Job description

·  Job facts

Mission:

In Customer Services, we work towards our Diabetes Care Vision and contribute to our commercial success by supporting our customers and partners, promoting and selling products, digital solutions, services as well as enabling behavioural change. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.

Our Product & Digital Solutions Support (PDSS) team is run by diverse, multicultural and passionate group of people who work every day hard to provide the best support needed to patients with diabetes and healthcare professionals from 14 countries in Europe.

Job Purpose:

We are looking for a dynamic leader who is cheerful, positive, confident, respectful and loves helping others by being part and proactively contributing to the transformational journey of Diabetes Care in Roche.

You will be reporting to the Head of Customer Services for Europe and be in charge to lead and develop a team of around 20-30 Advisors, who give support to customers across Europe, including the DACH region, Scandinavian countries and South Europe.

As a leader within Roche Diabetes Care, you will take ownership to lead and coach your team and ensuring they deliver high quality level of customer service experience. You will be responsible to recruit, develop to the next level and keep a motivated and engaged team. Team spirit and an excellent working environment is very important to us and as team leader, you play a key role here.

Key Accountabilities:

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Foster team's performance level, productivity and efficiency by providing guidance, coaching, business knowledge and understanding

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Drive multi contact channel deployment and support digital transformation (email, chat, web , phone) within PDSS

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Ensure that your team works within the guidelines established by the organization by providing technical support, advice and experience

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Resolves problems and back-up complex questions of advisors

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Maintain and/or increase productivity level always keeping in mind our principles of quality and customer experience

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Ensure work processes continuous improvement by proactively propose changes and hands on to implementation

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Make sure of successful implementation of markets campaigns, projects, new procedures, etc

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Guide, monitor and evaluate your team performance by call listening and data analysis. Provide coaching and feedback to your team members

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Active management of your team by walking around and frequent interaction with the customer care advisors

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Foster team building, provide career development guidance and planning

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Lead team by role modelling Roche Leadership commitments, values and competences

Key skills and experience:

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Minimum 2 years of experience as Team Manager, preferably in a contact center

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Language skills:

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A fluent command of English and Spanish

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A good knowledge of German or any other European language will be very valuable

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Experience with digital solutions and healthcare industry in a contact centre desired

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Postgraduate and/or Master's degree in for example Business Management, Human Resources Management and/or Coaching desired

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Knowledge and expertise in the diabetes therapeutic area and the use of technology-based solutions in healthcare, desired

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Excellent listening and communication skills

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Excellent IT navigation skills – Fast learner in new technologies is a must

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Flexibility to travel

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Multi-tasking, agile skills and flexible to adapt to changes

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Goal oriented with service mindset. Strong knowledge and success in performance with KPIs within an inbound contact center environment

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Always willing to learn and grow with an attitude to go beyond (with humble attitude)

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

·  Who we are

At Roche, 98,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.