Deskripsi Pekerjaan
Are you a seasoned customer service professional with a passion for leadership and operational excellence? Do you thrive in a fast-paced environment and aspire to make a significant impact within a global Fortune 500 company? Cardinal Health, a leader in the healthcare industry, is actively seeking a dynamic and results-oriented Customer Service Operations Supervisor to join our team in Bonifacio Global City, Metro Manila.
This pivotal role offers you the unique opportunity to lead, inspire, and develop a high-performing team of customer service representatives, ensuring the delivery of exceptional service that aligns with Cardinal Health’s commitment to patient care and operational efficiency. You will be instrumental in optimizing our customer service workflows, implementing best practices, and driving continuous improvement initiatives to enhance the overall customer experience.
As a Customer Service Operations Supervisor, you will be at the forefront of shaping our customer interactions, fostering a positive team environment, and contributing directly to the success of a company that impacts healthcare worldwide. If you're ready to advance your career with a global powerhouse and leverage your expertise to mentor talent and streamline operations, we invite you to apply and become a vital part of our mission-driven organization.
Tanggung Jawab
- Lead, mentor, and motivate a team of customer service professionals to achieve and exceed performance targets and service level agreements (SLAs).
- Monitor daily operations, call queues, and agent performance, providing real-time coaching and constructive feedback.
- Develop and implement operational strategies to improve customer satisfaction, efficiency, and first-contact resolution rates.
- Handle escalated customer inquiries and complex issues, ensuring prompt and effective resolution.
- Conduct regular team meetings, training sessions, and performance reviews to foster continuous professional development.
- Analyze performance data and trends to identify areas for improvement and implement corrective actions.
- Collaborate with cross-functional teams to streamline processes and enhance the overall customer experience journey.
- Ensure compliance with company policies, procedures, and regulatory requirements.
Kualifikasi
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3-5 years of progressive experience in a customer service environment, with at least 2 years in a supervisory or team lead role.
- Proven ability to lead, coach, and develop a customer service team effectively.
- Exceptional communication (written and verbal), interpersonal, and problem-solving skills.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Proficiency in CRM software (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
- Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
- Experience in the healthcare or pharmaceutical industry is a plus.