About this role
Role Overview
- Monitor the telephone system to ensure established targets are met;
- Manage contact strategies defined in the scope by determining the best approach for team allocation;
- Monitor calls and digital channels (if applicable) and oversee team routines according to each program’s scope to ensure excellence and a humanized service;
- Develop action plans related to monitoring findings and CAPAs (Corrective and Preventive Actions);
- Provide day-to-day support to team members under your supervision;
- Team management and development (feedback, absenteeism, training, hiring, termination, promotions and recognition);
- Focus on service level and availability;
- Train the team when a program flow is updated or changed (update of SOP, script or program scope);
- Prepare Standard Operating Procedures applicable to the programs under your management;
- Manage timekeeping and organize operational team vacations;
- Provide on-call shifts to support the operational team across all work schedules;
- Work in partnership with relationship and contract managers.
Requirements
- Bachelor's degree in a health-related field (pharmacist preferred);
- Intermediate Microsoft Office skills;
- Experience in Customer Service (SAC), PSP or PSD;
- Advantage: intermediate English;
- Postgraduate degree in Management.
Benefits
- Position also open to candidates with disabilities (PwD)