HR Customer Care Team Lead

Job description

Job Description

Have you imagined all the work done before a patient can take his treatment?

Novartis Mexico counts with one of the five Shared Service Centers worldwide with more than 1500 employees, into a Diverse & Inclusive company, positioning us in the Number 10th, in Top Companies Ranking, where everybody wants to work. Corporate social responsibility is a priority for us and we stand as number 19th company with better reputation according to MERCO Ranking 2017.

Your Responsibilities:

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

Why consider Novartis?:

927 million. That’s how many lives our products touched in 2017. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?
We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

We are Novartis. Join us and help us reimagine medicine.

Position Title

HR Customer Care Team Lead

Desired profile

Minimum requirements

 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
Job Type

Full Time
Country

Mexico
Work Location

Mexico City
Functional Area

Human Resources
Division

NBS
Business Unit

HR NBS
Employment Type

Regular
Company/Legal Entity

NOV CORPORATIVO MEX