Retail & Market Access Manager in global biopharmaceutical firm. Focused on market access strategies and partnerships for biosimilars in France.
About the role
- Manage contact centre teams in Naas, Ireland ensuring high levels of customer satisfaction and team performance. Inspire staff to implement best practices and efficient operations.
Responsibilities
- To lead and inspire teams to ensure all customers experience an outstanding level of service.
- Taking responsibility for the management and performance of designated teams.
- To champion customer service best practice across all the area businesses promoting quality driven, customer centric relationships.
- Managing colleagues to ensure the development of an efficient combined multi-functional teams.
- Managing customer telephony contact routing across Contact Centre and other businesses across Ireland.
- Engendering a culture of pride and belief in customer service excellence.
Requirements
- Drive consistent improvement in relationships, processes and procedures across teams
- Develop excellent working relationships with operations, administration and external contact centres
- Manage team members to ensure customer service excellence at all times
- Drive quality through coaching, monitoring and customer feedback
- Ensure all customer queries are actioned and resolved satisfactorily in a timely manner
- Maintain stable headcount and absence levels to meet business targets
- Ensure teams are developed to be multi business functional
- Understanding of all contact centre processes – across all functions and businesses
- Ensure all staff arrive in plenty of time to start shift by monitoring and
- managing adherence to schedule
- Interact with other team managers to ensure a smooth running of all teams in the department
- Distribute workload to staff accordingly ensuring schedules updated
- Manage shift and holiday process ensuring correct staffing levels at all times
- Guide, coach and develop individuals
- Monitor, review all KPI measurements ensuring all targets achieved
- Monitor, call routing structure to ensure service levels are achieved
- Ensure all team reporting is accurate and distributed in timely manner
- Constantly review development needs of the teams
- Develop relevant training packages
- Regular team meeting
- Provide regular updates and progress against targets
- Communicate updated processes, procedures and any criteria changes in timely manner
- Motivate and drive team to exceed targets
- Undertake other projects and duties commensurate with the post, as required
Benefits
- A Competitive Salary,
- Sales leads commission,
- Job Stability & Security,
- Progression Opportunities,
- 20 Annual Leave Days,
- Access to Company Pension,
- Employee Assistance Program,
- Refer A Friend Bonus Scheme,
- Cycle to Work Scheme.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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