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Contact Centre Team Leader - Tech Support
 
Title: Contact Centre Team Leader - Tech Support
Category: Marketing /Product
Job type: Permanent
Job status: Full Time
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Description:
Diabetes MiniMed Care Centre SupervisorCareers that Change Lives

Lead our Nordic MiniMed Care Service in Watford, supporting patients and business partners Collaborate and contribute to local MiniMed Care strategy derived from the overall business strategy Contribute to the business planning processes and deliver MiniMed Care Service objectives aligned with the overall BU objectives Ensure operational excellence by overseeing and managing execution at the highest performing standards of MiniMed Care service levels and KPIs Implement process & asset management improvements and influence cost saving strategies that result in significant savings for Medtronic as well as a better service for Medtronic customers. Pursue and cultivate business relationships, partnerships and alliances internally, externally and virtually Understand and collaborate to optimize the use of the full MiniMed Care channel incl. MiniMed Care digital services. Points of interaction: Business Unit Director/ BU Marketing/ BU Commercial Operations Customer Care/ BU Sales Management/ IT A Day in the Life

MMC Management

Plan, design and execute operational change in inbound and outbound, administrative and customer-facing aspects of MiniMed Care Service Strive to improve team and operations performance Oversee the implementation of enabling technology Maintain and develop a process library and documented procedures database Provide accurate forecast, annual and longer range operational plans and negotiate them with BU Use insight into customer behavior and lever operational efficiency to achieve KPIs Ensure that MiniMed Care service is experienced by our customers as accelerated and high Anticipate, recognize and clearly define problems using various techniques to systematically analyze/weigh alternatives and propose solutions Support and/or lead implementation of MiniMed Care and business projects on local level Respond to and prioritize customer facing situations, events and campaigns Manage the continual introduction of technology to automate administration, data handling and create more time for customer focus Create and analyze daily/weekly/monthly reports and share them with various stakeholders Work with the EMEA Transformation team (as appropriate) to align system processes and procedures both locally and across EMEA Deliver briefings (Grade of Service huddles) and support the MiniMed Care Hub Manager in preparing the weekly / Monthly / Quarterly Plan-Do-Review meetings

People Management

Lead, motivate and build a high performing, effectively working MiniMed Care Service Team by coaching and mentoring the Product Support Helpline agents on a regular basis, and lead performance conversations at least once per quarter Manage team members through change Analyze local MiniMed Care Service workforce development needs Proactively define and continuously look for opportunities to improve team working processes, setup and performance Relationship Management

Develop relationship with local and European stakeholders Final line of escalation for internal and external customers Actively participate in and contribute to BU Sales, Team and Management Meetings Place MiniMed Care requirements and topics in relevant meetings with stakeholders and gain necessary agreement and decisions

Quality Management

Carry out quality monitoring to cover a defined sample of contacts and advisors Maintain quality monitoring and reporting Use the quality data and learnings on individual performance to prepare and deliver regular one-to-one coaching with staff Participate in local field action management Must Haves

Leadership Experience Solid knowledge of a call centre business and its dynamics as well as in depth business acumen Computer literacy (ALL MS Office) English and advanced spoken and written skills Experience in end-to-end customer management operations in a Customer Support Centre Implementing and managing one-stop customer handling processes Project Management experience Demonstrated operations management, including shift and workflow design, demand-capacity modelling, productivity analyses and improvement, process improvement, grade of service management Capability to work in a dynamic, intercultural and international company Be comfortable with continuous change (e.g. IT improvement, new service concept, mobilizing commitment) Demonstrated excellent skills in Communications People Management (esp. motivating teams, mobilizing commitment) Change Management Able to communicate and report upwards effectively, including preparation of budgets and change requests supported by clear business/investment cases

Nice to Haves

Experience in healthcare industry Knowledge of SAP platforms A Nordic language (Finnish, Swedish, Danish, Norwegian) A solid understanding of Nordic Culture (people & Business) Experience in a business with a high-tech or specialized product focus and with a renewals model (i.e. customers on subscriptions/short-term contracts) Experience in successfully shaping, implementing and directing proactive customer contact Your Answer

Is this the position you were waiting for? Then please apply directly via the apply button!

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life.

We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team.

Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

Founded in 1949 as a medical repair company, we're now among the world's largest medical technology, services and solutions companies, employing more than 89,000 people worldwide, serving physicians, hospitals and patients in over 155 countries. With our European Operations Center for Distribution and Shared Services in Heerlen, the Bakken Research Center in Maastricht, our manufacturing facility in Kerkrade, and the Dutch sales office in Eindhoven, Medtronic Netherlands has more than 1,750 employees.

Whatever your specialty or ambitions, you can make a difference at Medtronic - both in the lives of others and your career. Join us in our commitment to take healthcare Further, Together.
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