OverviewWork collaboratively with the relevant Manager of Customer Support to ensure that daily operations of their team(s) run effectively with a primary focus on excellent services to customers, both internal and external.
The scope of this role ranges from workload management to relevant HR-related responsibilities.Reports to:Manager of Customer Support (Contracts, Tenders and Pricing) Find out more about Cook Medical here.ResponsibilitiesEffectively manage the daily operations of their team(s) including phone priorities, daily and special tasks, effective query management, and back order scenarios, ensuring that all daily targets and SLAs are met.Effectively manage team resources, including management of leave requests.Monitor adherence of team(s) to the EMEA Support Centre Quality Management System (QMS), ensuring that all procedure gaps are resolved and that daily, weekly, and monthly stats are issued to the relevant parties.Work closely with the Quality team and Process owners to be audit ready.Focus on consistent continuous improvement within the team.Propose and support changes in relation to overall systems/process efficiencies.Act as the first point of escalation for individual, team, divisional, and customer issues to find effective solutions.Become the process expert for Tenders and Pricing for relevant markets/customer groups, including new initiatives and Tender Regulations.Ensure that Tender submissions are managed effectively by the team.Ensure effective communications by holding regular individual 1:1's and team meetings, and attending and providing feedback from relevant department meetings.Be responsible for recruitment, including interviewing and new hire integration into the relevant team.Be responsible for performance management of team members, including completion of annual performance appraisals and performance improvement plans where relevant, as well as support disciplinary procedures where necessary.Work closely with the Training team to ensure that all team members, including new hires, are fully trained on all aspects of their roles.Highlight and address any training gaps as they arise.Coach and mentor all team members on best practice approaches to their roles.Ensure that the Cook brand and image is communicated in a positive and consistent manner to all customers, both external and internal.Ensure all functions are carried out in compliance with the company's Quality Management System.QualificationsRelevant third-level qualification advantageous.Previous experience of working with Pricing, Tenders, and/or Public Procurement advantageous.Previous experience of working in a contact centre/support centre environment advantageous.Previous experience working in a team leader role would be an advantage.Fluency in Italian and English.Strong leadership capabilities.Proven track record in problem-solving.Ability to communicate effectively on an individual and group basis.Excellent organisational and prioritisation skills.Excellent knowledge of computer software packages.Strong customer focus.Self-starter and high self-motivation.Ability to multitask, attention to detail, and accuracy essential.Excellent numeric and analytical skills.
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