About this role
Role Overview
- Responsible for managing customer service teams to ensure productivity and quality, so that all operational issues are resolved quickly and competently in a way that enhances the company's relationship with the client.
- Plan and prioritize team activities and resources to ensure continuity of service delivery, according to each program's specifications.
- Manage multidisciplinary teams.
- Create value for the client by proposing improvements and enhancements to ongoing programs.
- Monitor the status of client service activities to identify problem areas and adapt procedures to improve overall operational performance.
- Analyze customer inquiries to identify recurring user problems, recommend solutions, and identify areas where customer service can be improved.
- Develop checklists or other troubleshooting materials to help the customer service team respond to recurring or routine inquiries.
- Evaluate and develop the customer service team to ensure team resources are used effectively and that work schedules and targets are met.
- Manage internal operations teams by tracking productivity and quality issues through telephony system reports (Holisticus system).
- Critically assess strategic aspects of programs, verifying: adherence to contact cadence (patient contacts), compliance with scripts, team attendance, call monitoring, daily alignments, preparation of daily program reports, team punctuality, etc.
- Review team overtime reports, according to payroll reports, suggesting actions together with supervisors for specific cases.
- Develop Service Level Agreements (SLA) for programs by evaluating service performance targets with supervisors, considering the likelihood of meeting or exceeding targets in each case, and reviewing pre-established contact targets, history and workload volume to set new and adjusted standards for upcoming periods.
- Review weekly productivity and monitoring reports, pointing out program deficiencies to supervisors based on past results, informing management about causes and solutions for productivity loss.
- Maintain client relationships together with the operations team to ensure client needs within the programs are met.
- Organize the distribution/release of patient materials with each supervision, guiding the storekeeper on program priorities.
- Analyze the structure of service stations, proposing changes and optimizations to physical layout, telephony, systems, and licenses to increase productivity and quality.
- Ensure operational adherence to internal and client procedures by reviewing monthly quality-area indicators such as records of non-conformities and corrective actions, among others, and proposing training and refresher courses when necessary.
- Perform pre-implementation tests for newly contracted programs, verifying the operational scope of the program and its acquired items.
- Ensure that all practices related to occupational health, workplace safety, environment and sustainability at Viveo are strictly followed, guaranteeing a safe and sustainable environment for all employees under your management.
Requirements
- Minimum 12 months in a previous management position in related areas.
- Experience managing multidisciplinary teams.
- Business and process experience.
- Ability to analyze and interpret client operational data.
- Office suite: Intermediate – PowerPoint, Word and Excel.
Benefits
- Health insurance – taking care of what matters most: your health.
- Dental plan – caring for your smile is part of it.
- Meal voucher – convenience and quality in your daily routine.
- Life insurance – security and protection for you and your family.
- Private pension plan – helping you plan for your future.
- PPR – Profit Sharing / Performance Bonus Program.
- Viveo Health Center – practical access to multiple in-person specialties and an online platform.
- Exclusive discounts at Mafra Especialidades store.
- TotalPass – to care for and move your body.
- Partnerships and exclusive discounts for employees – for education, leisure and more.