Job Description
Customer Contact Management Team Lead
Location: Bogotá
About the job
Our Hubs are a crucial part of how we innovate, improving performance across every Sanofi department and providing a springboard for the amazing work we do. Build a career and you can be part of transforming our business while helping to change millions of lives. Ready? As Customer Contact Management Team Lead within our O2C team.
Main responsibilities
- Supervise team that delivers the best customer experience by understanding customer issues and providing the appropriate answer in the best manner.
- Monitor KPIs (such as first call resolution rate, dispute lead time), analyze and identify deviation compared to the agreed target.
- Address operational issues and follow through to resolution in an effective and timely manner.
- Manage stakeholders, both internal and external.
- Coach Requests & Disputes analysts, team size is 7...