Global Process Improvement Customer Service Director

3 settimane fa

Monza, Lombardia, Italia Synlab Vet A tempo pieno
About Us

Synlab is the leading laboratory medicine and medical diagnostics company in Europe, active in 36 countries and 4 continents, with over 450 laboratories, employees and 500 million tests performed every year.

In Italy, Synlab represents the largest integrated diagnostics group and the first point of contact for laboratory diagnostic services for many specialists and client laboratories.

Our Mission

We aim to provide valuable diagnostic information for a healthy life and the well-being of everyone.

Our Vision

We strive for leadership through service excellence for people and the medical community, with high-quality diagnostics.

About the Role

The Global Process Improvement Customer Service Leader plays a crucial role in transforming and elevating our customer service journey.

This leadership position is responsible for optimizing processes and developing strategies to professionalize our call centers, with the direct goal of improving productivity and elevating the quality of service rendered to our customers (patients, GPs, nurses, hospitals).

The Global Process Improvement Customer Service Leader will work closely with the PIT Customer Service Sponsor to ensure customer service operations align with the company's strategic objectives, leveraging data-driven insights to drive continuous improvement and innovation.

Main Tasks And Responsibilities
  1. Call Center Excellence: Spearhead initiatives to professionalize call centers, focusing on optimizing staff productivity and ensuring the delivery of high-quality service.
  2. Strategic Leadership: Develop and execute a comprehensive customer experience strategy that integrates with the company's objectives.
  3. Process Improvement: Identify and implement innovative solutions to streamline customer service processes, enhance efficiency, and improve service delivery.
  4. Customer Satisfaction: Implement proactive measures to improve customer satisfaction and loyalty, ensuring that service levels exceed customer expectations.
  5. Team Management: Set team targets and lead the activities of the team members, promoting a culture of excellence, continuous improvement, and high performance.
  6. Technology and Innovation: Evaluate and integrate advanced technologies and digital tools, such as AI and automation, to enhance customer interactions and operational efficiency.
  7. Performance Metrics: Establish and monitor key performance indicators (KPIs) related to call center productivity and service quality.

Requirements:

  • Master's degree in Business administration, Engineering, Operations (or equivalent education and technical experience)
  • Minimum of 7 years of experience in Customer Service or Operations, with a significant focus on Call Center Management using modern Operational Excellence and Continuous Improvement methods (Lean Manufacturing, 6 Sigma)
  • Certified Lean Manager or Six Sigma training (Green or Black Belt)
  • Demonstrated success in enhancing call center productivity and service quality
  • Computer proficiency and experience in using CRM systems with a focus on Salesforce, data analytics tools, and the latest customer service technologies
  • Strong analytical skills with proficiency in performance metrics and data analysis
  • Exceptional leadership, communication, interpersonal and problem-solving skills
  • Proven ability to work with senior management and cross-functional teams in a multi-cultural team environment
  • Availability to travel (up to 50%)
  • Fluent English, (other languages like German, Spanish would be a big plus)

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