Customer Care Center Manager

6 days ago

Stockholm, Stockholm, Sweden Philips Full time
Job Title: Customer Care Center Manager, Nordics

As a Customer Care Center Manager, you will be responsible for overseeing the coordination of call handling, planning of long and short-term activities, and ensuring the performance of the CCC team. You will also be responsible for talent management, coaching, training, and people development within the team.

Key Responsibilities:
  • Management of the Customer Care Centre organisation in Nordic, including talent management, coaching, training, and people development.
  • Responsibility for the team of 15 people within call handling, resource planning for Service engineers, parts ordering, and field change order compliance.
  • Overall responsibility for ensuring the performance of the CCC team, including outsourced functions and Quality & Regulatory-relevant processes and guidelines.
  • Further development of the CCC's Nordic processes.
  • Responsible for customer satisfaction in relation to CCC operational activities.
  • Providing daily direction to employees according to established policies and management guidance.
  • Driving continuous improvement of processes and results.
  • Partner with Zone Leadership to identify and resolve business issues related to customer satisfaction.
  • Providing ongoing coaching and development of specialists in the team.
Requirements:
  • 5+ years of people management experience in a service operational environment with a strong affinity for continuous improvement.
  • Providing leadership, communication, coaching, professional development, and skills enhancement to team.
  • Acts as a role-model for our Leadership Asks, which includes our Philips behaviors: Customers first; Patient Safety, Quality and integrity always; Team up to win; Take ownership to deliver fast; Eager to improve and inspire.
  • Leads, coaches, directs, and motivates the team towards a common goal.
  • Customer intimacy: driven by a strong external focus understanding the industry and market dynamics.
  • Problem Solving skills. Able to find solutions to difficult or complex issues. As a LEAN Leader drives continuous improvement via applying LEAN methodology.
  • Results-oriented: take personal accountability to deliver results.
  • Skills in collaborating with and influencing multiple stakeholders.
  • Skills in leveraging capabilities works across internal and external boundaries to maximize value for Philips through simple solutions.
  • Quality first mindset.
  • Excellent verbal and written communication skills.
  • Fluent in Swedish & English, both written and spoken.
Example KPIs:
  • Employee Engagement survey.
  • Customer satisfaction.
  • Resource planning KPI's.
  • Field Change Order KPI's.

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