Customer Contact Management Team Lead (Portuguese Speakers)

at  Sanofi US

KEY ACCOUNTABILITIES:

Supervise a team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner for the respective countries in scope

• Responsible for capturing customer requests and claims into the system
• Responsible for requests, queries and disputes resolution of customers; from inbound communication to case closing including related credit/debits note creations in the dedicated system
• Responsible for organizing local and HUB’s interactions for the related processes to ensure customer satisfaction
• Monitor operational KPI’s and compliance with Sanofi policies (like disputes and returns policies) and guidelines
• In coordination with the Customer contact mgmt. Manager and when necessary with the local stakeholders and customer fulfiment local representatives, elaborate remediation action plan. Ensure continuous improvement of the requests & disputes management process.
• “In the event that the employee receives notice related to quality complaint for Sanofi portfolio products (including medical devices), he/she shall report it to the Quality Department in accordance with the HUB procedure (DTP), within 1(one) business day from receipt.”

Supervise, coach Customer contact mgmt Analysts

• Share expertise and provide coaching
• Anticipate workload and allocate resources for effective and efficient delivery
• Employee lifecycle management (recruit, evaluate, develop, reward, retain team)
• Address performance issues and make recommendations for personnel actions
• Shape and promote a culture of collaboration, trust, and teamwork, throughout the team through leadership and effective communication
• Focusing on employee retention and engagement, advise actions to management in this relation
• Create and regularly update job description of direct reports
• Continuous Improvement
• Identify process improvement opportunities through elimination of redundant activities
• Participate in process automation initiatives and ensure seamless adoption and transition
• Participate in regional/global projects as required

Trainings

• Ensure onboarding of new hires and related trainings are organized
• Determine the training need of direct reports, provide the professional trainings of them according to the procedures and work instructions by collaborating with Requests and Disputes Manager

• Supervise team that delivers the best customer experience by understanding customer issues, providing the appropriate answer in the best manner
• Monitor KPIs (such as first call resolution rate, dispute lead time), analyze and identify deviation compared to the agreed target
• Address operational issues and follow through to resolution in an effective and timely manner
• Manage stakeholders, both internal and external
• Coach Requests & Disputes analysts, team size is 7-10 FTE’s
• Drive continuous improvement initiative