Supervisor, Us Business Services
Year Gurugram, Haryana, India
Job Description
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Summary:
Join our passionate team as a Global Business Supervisor supporting US customer service operations in India. In this role you will play a critical role in overseeing customer service operations for consumers and B2B sales within the US market. You will lead a team of customer service representatives and operations coordinators. This position will oversee the effective functioning of the \xe2\x80\x9cOrder to Cash\xe2\x80\x9d process for all distributors, manage end-user enrollment into Secure Start Services and sample fulfillment. This role requires strong leadership, communication, and problem-solving skills, as well as a deep understanding of the US market and customer needs.
If you have a proven track record in call center leadership, a passion for developing others, and a deep understanding of the US healthcare industry, we encourage you to apply for this exciting opportunity to support our US Business Services.
Responsibilities:
Supervise Customer Service and Operations Service Execution \xe2\x80\x93 60%
- Oversee the daily service execution of the US Customer Service Representatives and Operations Coordinators to ensure that all performance targets are met
- Complete taskwork to support \xe2\x80\x9cOrder to Cash,\xe2\x80\x9d enrollment or sample fulfillment
- Assist and provide direction for associates on complex situations
- Ensure compliance to processes through weekly audits and performance monitoring
- Ensure all processes are being adhered to (in partnership with department trainer) and are effective and efficient
- Address any operational issues in a timely manner, ensuring proactive communication with internal and external customers
- Develop staffing/workforce plans and schedules
Coaching and Developing Associate \xe2\x80\x93 30%
- Work with manager and other supervisors to establish HPM expectations.
- Conduct regular coaching sessions and performance evaluations to identify strengths, areas for improvement, and development opportunities for team members.
- As necessary, meet with associates to discuss development outside of their current role.
- Identify, share and coach to best practices.
- Assist and provide guidance with complex customer situations.
- Conduct mid-year and annual performance reviews.
Other \xe2\x80\x93 10%
- Ensure systems are functioning appropriately (troubleshoot as necessary)
- Participate and present in assigned projects or meetings
- Work with Trainer to identify and implement processes that improve overall service. Track and monitor progress.
Essential Functions of the Role**:
- Communicating (Talking/Listening/Typing/Writing/Reading)
- Ability to wear headset
- Sitting for long periods of time (6 to 8 hours)
- Ability to work greater than 40 hours if need arises
- Limited travel as requested (<5%)
Work Experience Requirements
- Number of Overall Years Necessary: 5-8
- 5 years experience in a supervisory or customer service related field
Education Requirements
- Bachelors Degree
Specialized Skills/Technical Knowledge:
- Excellent verbal, written and listening communications and coaching skills.
- Leadership skills and business acumen.
- Effective time management and flexibility to quickly adapt to changing priorities
- Ability to resolve problems
- Microsoft Products Experience.
- Goal oriented.
- Call Center Experience
- Strong organizational skills
- Strong interpersonal skills with ability to motivate employees
Desirable but not required
- Work related experience in an end-user market.
- Management experience in the health care industry.
- SAP, CRM, EDW experience
- Telemarketing experience
Location : Gurgaon
Work mode : Hybrid
Job Segment: Call Center Manager, Call Center Supervisor, Call Center, Outside Sales, Inside Sales, Customer Service, Sales
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Job Detail
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Job IdJD3308749
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationGurugram, Haryana, India
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EducationNot mentioned
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ExperienceYear