Customer Service Backoffice Manager
Philips
Ciudad de Panama, Panamá, Panama
hace 4 días

Job Description

In this role, you have the opportunity to

Lead and provide guidance on complex operational support strategies covering the medical devices acquired by our clients and the associated contracts.

You are responsible for

  • Ensuring appropriate staffing coverages relative to the business needs / demands in relation to expected service delivery turnaround time goals.
  • Responsible for timely and accurate submission of individual & team scorecard results and metrics contained therein
  • Managing team performance through both the performance management process and by providing regular coaching and feedback.
  • Taking ownership, responding to and resolving team and internal customer escalations with a positive attitude.
  • Create, analyze, and distribute Key Performance Indicator (KPI’s) reports reflecting team service level trends and forecasting.
  • Works to ensure all designated process and related training requirements are met on-time
  • Running and Analyzing performance metric reporting to reduce team variability & deliver consistent team performance
  • Develops & executes initiatives which optimize workflow efficiency & aide in fulfilling with our customers.
  • Responsible for preparing and delivering performance reviews to team members.
  • Working with respective Team Lead and Analyst team members to support the goals, objectives, rules, and guidelines to proper data maintenance requirements.
  • Supporting team’s individual development goals
  • You are part of

    The Center of Excellence team located in the Panama City, Panama

    To succeed in this role, you should have the following skills and experience

  • Advanced English (written and spoken, required)
  • 5+ years related experience in Logistics, Supply Chain, Order Management positions
  • Experience in leading or supporting a large team
  • Bachelor degree in Logistics related field
  • Excel advanced
  • Comfortable working in a fast-paced, deadline driven collaborative team environment.
  • Ability to interact effectively with all levels of the organization to build consensus and to work through others in achieving goals and objectives
  • Strong experience with utilizing reports and metrics to manage the performance of a team.
  • Strong analytical and conceptual skills with ability to analyze complex issues, identify root causes, and develop creative corrective action solutions
  • In return

    We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents.

    Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

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