Contact Center Planner

hace 5 meses

Panama Philips A tiempo completo

**Job Title**: Contact Center Planner

**In this role, you have the opportunity to**

Create medium to long term planning and schedules for all operational service resources whilst making decisions to communicate and deliver service. Resource Planners handle exception management, and balance continuously conflicting demands in the area of business obligations, resource availabilities and customer demand.

**You are responsible for**
- Manage the Engineer agenda to deliver services to Philips customers
- Schedule the programmed services (Preventive Maintenance, Field Change Orders, New Systems Installation and Knowledge Applications) according to the Customer Service Contracts and New Projects
- Coordinate corrective maintenance between Customers and Field Service Engineers, considering the Training Compliance, Travel Time and Supply Chain timeframes
- New installations of brand new equipment for Hospitals.
- Make long and short-term decisions to deliver service whilst balancing conflicting demands in the area of business obligations and customer demand
- Create a resourcing plan and service order fulfillment schedule to deliver on commitments and have an optimized resource allocation across service engineers and service parts.
- Receive, monitor, develop and dispatch service orders for service engineers and resources
- Act as the single person of contact for exception and escalation of service orders for customers, consumers and service engineers (internal / external) in a professional matter (analysis, registration, communication and timely escalation)
- Create, communicate and confirm customer maintenance plan(s) for preventive maintenance aligned with contract and maintenance requirements
- Forecast, plan, analyze and monitor service execution for workforce utilization and preventive maintenance

**You are a part of**

The Center of Excellence team located in the Panama City, Panama responsible of the Latam operation.

**To succeed in this role, you should have the following skills and experience**
- Intermediate English (written and spoken) (preferable)
- Excel - Advanced - required
- Salesforce (preferable)
- Strong communication, problem solving and negotiation skills
- Previous experience in Customer Service

**In return, we offer you**
- We welcome you to a challenging, innovative environment with great opportunities for you to build a rewarding career path
- A career with a world-class brand committed to improving people’s lives through innovation
- Strong leadership and mentorship from a group of professionals

**Why should you join Philips?**

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 2.5 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there,you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

Disclaimer: this is not a remote job

LI-PH1 #GBS

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