S&sd Leader Latam

hace 2 semanas

Panamá, Panamá, Panamá Philips A tiempo completo

Job Title:
S&SD Leader LATAM

  • P_hilips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow.
But it's not just what we do, it's who we are.

We are 80,000, wonderfully unique individuals, with two things in common:
An unwavering sense of purpose and a relentless determination to deliver on our customers' needs.

It's what inspires us to create meaningful solutions - the kind that make a real difference - when it matters most.


The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more.

That's why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.


In this role, you have the opportunity to make life better
Looking at the challenges the world is facing today Philips' purpose has never been more relevant.

So, whatever your role, if you share our passion for helping others, you'll be working towards creating a better and fairer future for all.


Your challenge:

  • You are responsible to provide the proper service to our internal and external customer, through the management of our contact center (customer agents, planners, quotation, billing, contract administrators and other).
  • You are responsible to take into the next level needed our Hispanic Contact Center.
  • You are responsible to help solve and organize the actual/future challenges of our Hispanic Contact Center.
  • You are responsible to help change the perception of our Hispanic Contact Center and be able to support our internal/external customers.

Key Areas of Responsibilities:

  • Firstlevel management position responsible for managing the organization's services on a geographic or account(s) basis.
  • Ensures quality service and operational performance within the parameters of program Customer Cares Service Center (CCSC) and delivery standards.
  • Ensure participation in the resolution of customer concerns and defining and developing a customer contact strategy.
  • Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for CCSC improvements and value add to Service Delivery team and the customer/clients.
  • Receives assignments in the form of objectives and determines how to use resources to meet goals.
  • Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Develops CCSC department procedures. Liaises between CCSC and sales, field service, customers, logistics and any party involved to resolve issues and achieve goals.
  • Manages, perhaps through subordinate supervisors, the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing.
  • Ensure proper CCSC KPI's are determine, executed, achieved, measured and communicated.
  • Recommends changes to policies and establishes procedures that affect immediate organization(s).
  • Duties may also include contract negotiations, customer account relationship management and financial results (contact center profit and loss responsibility).
  • Manages the relationship and service provided by our External Provider. Help develop, administer and achieve the set goals of our External Provider.
  • Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
  • Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements.
  • Acts as advisor to subordinate(s) to develop, administer and meet schedules and/or resolve performance & technical problems.
  • Reports hierarchical to the Service manager. Normally part of a larger Service group, but with independent responsibility for own field.

To succeed in this role, you'll need a customer-first attitude and the following

  • Requires a minimum of 5 years of related experience with a Bachelor's degree.
  • At least 3 or more years of team lead experience
  • Effective communication, presentation, analytical & problem solving skills
  • Strong interpersonal skills with teams and customers.
  • Ability to manage and influence others that are not direct reports.
  • Strong customer service skills.
  • Strong confidence to work and influence upper level management
  • Effective Prioritization and time management
  • Ability to work independently
  • Ability to demonstrate versatility with a variety of Philips products and customers(if internal)
  • Travel will be determined according to business requirements
  • Languages: Fluent English, Spanish. Portuguese is a plus.

How we work at Philips


Our newly adopted hybrid work concept fuses flexibility with collaboration to deliver great outcomes for our people and our customers.

We are

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