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In this role, you have the opportunity to deliver exceptional service to our customers. The Sr. Manager will provide operational direction and guidance to the contact center team and manage resources required to effectively execute strategic goals and objectives. This position will provide leadership in the development and execution of effective customer service processes, employee development, and regulatory compliance.

You are responsible for (but not limited to)

• Collaborate with leadership team to meet and exceed business key process indicators while ensuring excellent customer service.

• Identify and drive continuous improvement through usage of lean methodology.

• Provide leadership, communication, coaching, professional development and skills enhancement to team.

• Drive world-class operational performance.

• Ensure call center performance, volume, quality and cost goals are met by utilizing efficient methods and maintaining appropriate staffing levels.

• Update and continuously develop knowledge of products, processes, and call center trends to provide recommendations that improve the customer experience and team performance.

• Develop and manage strategies and action plans to continuously improve employee retention and satisfaction.

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

• Bachelor’s degree preferred or equivalent in work experience

• 10 years of customer service experience in a leadership role

• Experience in ServiceMax, SalesForce, or other CRM tool

• Proficient in MS Office programs – Word, Outlook, and PowerPoint with above average Excel skills

• Excellent interpersonal skills required in interactions with internal and external customers

• Strong problem solving skills and familiarity with Lean methodology

• Knowledge of healthcare products and industry standards a plus

• Excellent communication skills (written and verbal) with internal and external customers

• Results-driven, action-oriented, and self-motivated mindset

• Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools

• Strong leadership skills with the ability to translate business strategy in to measurable objectives

• Thorough understanding of business data and analytics of Call Center Key Performance Indicators (KPIs)

In return, we offer you

We offer you a dynamic working environment in an innovative business, which offers you excellent opportunities to further develop and fully exploit your talents. This job comes with a competitive salary, excellent benefits and up-to-date training. You’ll also have an opportunity to grow your career with a world-class brand committed to improving people’s lives through innovation.

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 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 .

It 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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