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In this role, you have the opportunity to

The Customer Service Supervisor, Frontline Operations will oversee the coordination and administration processes, supporting field teams and customers while demonstrating Philips core values. You will have the opportunity to drive continuous improvement of processes and results. An ideal candidate for this role will possess the Heart and Commitment for assisting people with a proven record of delivering world-class customer support and leadership.

You are responsible for

Supervisors are responsible for the coordination/administration overseeing processes, supporting the field teams and customers while demonstrating Philips’ core values. In addition, responsibilities include overseeing (including Quality Monitoring) the processes around call logging, dispatch/escalation and entitlement.Supervisors provide daily direction to employees according to established policies and management guidance. Resolves complex customer issues that are beyond the scope of the Customer Support Specialists (CSS3). Drives continuous improvement of processes and results. Partners with Senior Leadership to identify and resolve business issues related to customer satisfaction. Establish measurement systems to improve performance and accountability of team members. Provides ongoing coaching and development of specialists. Writes and administers Performance Management Process reviews. Ensures that staff receives the necessary resources and training to deliver effective services. Generates reports to track results and efficiency of the team.

• Responsible for hiring, employee development, recommending promotions, completing performance reviews, counseling, making salary decisions, and terminating the employees that report to them.

• Provide leadership, communication, coaching, professional development and skills enhancement to a 15+-member team handling incoming/outgoing calls and emails.

• Coordinates/administers and oversees all processes within Frontline.

• Provides support to field organizations and customers by researching and resolving issues in a timely manner.

• Create standardized playbooks/process maps and intervention for each point in the customer journey.

• Requires the ability to analyze problems, develop solutions and communicate the resolution to team members as well as management.

• 50% - Leads a team of associates in executing strategies, objectives, and specific goals set forth by management to ensure internal and external customer needs are met.

• 25% - Spend time on the floor coaching Specialist (using lean methodologies – Gemba/Kamishiba) and assisting with escalated issues, ensuring that speed to answer, monitoring call queues, dispatching/escalations, resolutions, entitlement verifications are managed to the agreed metrics WTD, MTD and QTD to include the following: Quality audits, cases created vs. resolved.

• 15% - Prepare for One on One's with Associates and Manager. Be prepared to discuss team metrics and productivity. Highlight top performing associates and what steps are in place to improve performance of bottom performing associates.

• 10% - other projects and tasks as assigned by Leadership.

You are a part of

A team motivated to deliver world-class customer support. Philips Customer Care team is highly focused on improving the quality of patients’ lives by quickly connecting care providers with solutions. We continuously strive to be an essential part of the Philips experience by providing an extraordinary customer experience through an energized and inspired team.

To succeed in this role, you should have the following skills and experience

• Bachelor’s degree in business or related field, highly desirable or equivalent experience.

• 5 or more years of leadership experience, with at least 3 years of customer care experience desired.

• Experience in hiring, employee development, recommending promotions, completing performance reviews, counseling, making salary decisions, and terminating the employees Leadership skills and experience in coaching others in a team environment desired.

• Skilled in OneEMS, SAP/CRM, MS Office (Word, Excel and PowerPoint) with a strong emphasis on Excel. (preferred)

• Strong interpersonal and communication skills required to work with all level of internal and external customers.

• Strong organizational or time management skills, aptitude for detail and multi-tasking abilities.

• Knowledge of healthcare products and industry standards a plus.

• Strong organizational skills

• Ability to provide supervision on day-to-day activities, maintaining a high degree of integrity.

• Ability to use good judgment, use of professional concepts and company objectives, in resolving a wide range of complex issues in creative and effective ways.

• Willingness to work a flexible schedule, including early evenings, weekends and holidays in a potential 7day per week operating environment

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• US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa._

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• Company relocation benefits will not be provided for this position. Candidates need to live within the territory or within commuting distance to Alpharetta._

In return, we offer you

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 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.

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 .

I t is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state and/or local laws. Philips is an equal employment opportunity and affirmative action employer Disability/Veteran.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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