Job Description

Job Title

Customer Care Centre Manager

The Customer Care Centre Manager is responsible for activities within our contact centre providing operational / business process support to internal and external customers for company products and services including the management of the Short-Term Planning team and oversight of operational performance of ASP planning teams and GBS Long Term Planning team.

Key Responsibilities/Duties:

Ensures quality service and operational performance within the parameters of program and delivery standards.

Analyses operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.

Selects, develops and evaluates personnel to ensure the efficient operation of the function

Responsible for employee staffing and ensuring program training, including product knowledge, process and communication training and support of overall service requirements.

Support and lead transformation projects to improve operational performance and efficiency.

Role Requirements:

• Management of activities with responsibility for results
• Management of resources to meet schedules and goals
• Monitor and deliver set operational performance KPI’s
• Interact with team, customers, and/or functional peer group managers involving matters between functional areas or customers and the wider organisation
• Customer-facing skills including communication with the ability to understand requirements and build and maintain customer relationships
• Familiarity working on issues of a diverse scope where analysis of situation or data requires evaluation of a variety of factors
• Demonstrate strong leadership of a cooperative effort among members of a team.
• Ability to work in a fast-paced environment and manage multiple priorities effectively
• Flexible working to fulfil the requirements of the business.
• Ensuring customer satisfaction.

From competitive salary and performance bonus to family friendly policies, flexible benefits and access to Philips University, a career at Philips comes with all sorts of wonderful benefits. Be sure to speak to your recruiter about all the benefits on offer.

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.

About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business
• Discover our rich and exciting history
• Learn more about our purpose
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here