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**Job Function: **
Customer Management
**Job Sub Function: **
Customer Service Operations
Job Category:
People Leader
All Job Posting Locations:
Bogotá, Distrito Capital, Colombia
Job Description:
Position name: GS Order Management Manager
PG: 30
Position Summary:
The GS Order Management Manager leads the Bogota, Colombia-based team of up to 10 Senior Supervisors and over 50 Customer Service Analysts, supporting MedTech US customers. This role is responsible for delivering exceptional customer service across inbound multi-media, voice, and chat channels, while ensuring adherence to safety, quality, compliance, and budget standards. The manager drives operational efficiency and effectiveness, develops and evaluates team talent and performance metrics, and continuously seeks ways to improve customer experience. Additionally, they foster a customer-centric culture to enhance service delivery and ensure the team operates at its highest potential.
Key Responsibilities:
Success in this position depends on your ability to collaborate effectively, adapt to changing circumstances, and manage your time efficiently, daily responsibilities include:
- Lead Customer Service operational activities in accordance with defined processes (SOP’s), policies, quality controls, service quality guidelines and legal compliance activities to achieve target Key Performance Indicators, Service Level Agreements and ensure a positive customer experience by executing resource planning to ensure availability of staff and support.
- Contribute to shaping the team strategy, assistance in the development of department budgets, business objectives, policies, and procedures.
- Maintain proper staffing levels and team member training to handle all inbound contact volume for Customer Service order inquiries, creation, as well as other contacts required to achieve targeted performance standards and service level agreements.
- Effectively integrate new support requirements into the Customer Service team as they are introduced by special projects and initiatives.
- Utilize a continuous improvement mindset to identify opportunities to improve customer experience and increase process efficiency.
- Resolve complex process and policy inquiries requiring higher level knowledge and authority and/or interaction with cross-functional partners.
- Lead and motivate team members to achieve and exceed service standards by identifying staff performance gaps, allocating time to listen, monitor and provide constructive feedback and coaching for performance improvement.
- Define and support scheduled and ad hoc training to improve performance and promote continuous learning.
- Maintain clear communication channel with cross-functional partners and leaders by summarizing and reporting on operational updates, for support, staff planning and development. Ensure capabilities of the Order Management team are understood and aligned with business needs
- Monitor team members’ prioritization and performance, ensuring accurate assignment of cases and workload balancing to deliver targeted Customer Service Levels including the handling of unusual events including malfunctions with enabling technology.
- Understand and deliver the Key Performance Indicators and critical operational metrics to achieve Service Level Agreements and meet customer service standards.
- Handle and monitor operational data and reports daily; constantly communicating performance with team and actively working to identify and implement interventions to maintain service standards.
- Implement operational practices and reports, including quality audits, standard and ad hoc reports to identify issues and take actions to achieve performance goals and targets. Ensure adherence to all policies and procedures, service level agreements - and the compliance of transactions processed for accurate reporting in accordance with policies and procedures, SOX, SOD controls as well as Corporate Audit guidelines.
- Utilize metrics to conduct root cause analysis and implement continuous improvement opportunities to enhance provision of Customer Service by reviewing and revising operational processes, policies, and standard operating procedures and work instructions and introduce key improvement plans for execution.
- Lead team engagement and adherence to a global culture identity for GS and establish a set of values to promote achievement and continuous improvement in conjunction with the overall Global Shared Services organization.
- Leads a culture of inclusiveness and multi-cultural engagement through coaching and feedback to peers and the broader community in GS in alignment with the Company's Leadership Imperatives.
- Develop a strong pipeline of global, diverse talent within the Customer Service team. Enable a Credo-based & High-Performance Culture within team.
Qualifications:
- 6-8 years progressive Contact Center / Customer Service experience, preferably with a concentration in the delivery of Shared Services
- Demonstrated people management
- Strong organizational, verbal, and written communication skills in English
- Solid problem solving and analytical experience.
- Prior working experience working in real-time environment, managing achievement of competing priorities and deadlines.
- Strong analytical and problem-solving skills are required, working knowledge of PE methodology, FPX and/or certification preferred.
- Demonstrated leadership and proven ability to develop and maintain effective business partnerships, including managing relationships with key stakeholders.
- Advanced Proficiency in MS Office applications, including EXCEL and Power Point.
- Business knowledge of other functional areas such as Sales & Marketing, E Commerce and Finance
- Desired: SAP, Salesforce, SOX
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
**Required Skills: **
Preferred Skills:
Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management