Customer Operations Team Lead
Asuncion De Belen,CR
hace 1 día

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Job Description : DIMENSION & SCOPE :


This position consists of oversight and decision responsibility for members of the Order Document Intake Team. It is responsible for selecting, training, supporting, coaching, developing, and supervising a group of employees within the team in a Service Center / Operations environment including performance management of direct reports.

Executes plans and provides day to day management of resources, timelines, and budgets. Maintains and forms relationships with stakeholders.

Makes recommendations and executes opportunities to improve processes, systems, workflow etc. The position holder plays a key role in the effective and efficient operation of the Order Document Intake Team and Wound Track Operation.

This role reports to Team Manager, Order Document Intake.


  • Become the process expert in the ODI area and provide Subject Matter Expertise on order related issues for Junior and Senior Order Document Intake Specialists.
  • Supervise order entry, validation and other order and patient related activities
  • Be responsible for day-to-day functional supervision of team, staffing, hiring, training, developing, and completing performance appraisals in accordance with the organization’s policies.
  • Provide leadership and direction on operational issues after normal business hours, holidays and weekends to insure accurate and timely customer response
  • Prepare weekly and ad-hoc team performance reports
  • Identify system access barriers and other IT problems and initiate resolution through the IT Help Desk.
  • Handle customer complaints; resolve escalated and more complex issues. Resolve day to day operational issues
  • Monitor identify and resolve performance / behavior / attendance issues using prescribed performance management techniques
  • Motivate, reward, and inspire team members to ensure increased job satisfaction, individual performance, and overall team productivity
  • Deliver service by managing workflow, preparing weekly schedule, ensuring adequate holiday, training, and sickness cover
  • Provide payroll information of his / her team
  • Ensure that documents are handled in compliance with policies
  • Maintain current employee records on direct reports
  • Review scorecard and Time Tracker statistics on a weekly / monthly basis and provide constructive feedback.
  • Facilitate team meetings, conduct performance appraisals. Carry out regular one to ones with all direct reports to discuss performance and to develop and implement career path plans, recognize, and reward team members’ performance.
  • Organize and conduct regular conference calls with main stakeholders’ customers
  • Provide second level escalation for any issues raised by the team Proactively develop the skills, competencies, and knowledge of ODI team members
  • Responsible for mentoring, coordinating, planning, and providing direction for his / her team in accordance with the organization s policies and applicable legal requirements.
  • Work closely with other Team Leaders to ensure that overall operational objectives are met, ideas shared, and lessons learnt
  • Develop, achieve, and monitor KPIs aligned to the Service Level Agreements
  • Review and plan team workloads to ensure the continuous delivery of agreed service levels
  • Understand end-to-end business processes and upstream / downstream impacts related to employee transactions / services;
  • work closely with other key process owners to ensure upstream and downstream integrity

  • Assist and drive process Improvement projects as directed by management.
  • Foster communication and teamwork within and across organizational boundaries.
  • Basic Qualifications

  • University or college degree
  • 4+ years relevant work experience
  • 4+ years of experience in managing a team in a customer service or order management environment with responsibility for selecting, training, coaching, and developing new team members on processes and procedures
  • Fluent English knowledge
  • SFDC (Salesforce) Experience is a must
  • Experience with complex enterprise-wide order entry or billing system is an advantage
  • Proficiency with various software applications including Microsoft Word, and Excel, Power Point, and Visio
  • Shared Service Centre experience is an advantage
  • French knowledge is a plus
  • Personality / Competencies :

  • Willingness to work varying shifts including evenings, nights, occasionally weekends and statutory holidays
  • Ability to coach, develop action plans which maximize performance and provide effective feedback
  • Strong time management and organization skills
  • Ability to work effectively and exercise sound business judgment in a team environment, as well as independently
  • Excellent interpersonal and customer service skills
  • Ability to meet tight deadlines for both internal and external customers
  • A broad ability to understand basic customer solutions and to meet customer needs and address their business requirements
  • Ability to act as a role model within the organization.
  • Ability to coach, develop action plans, which maximize performance, and provide effective feedback.
  • Work well under pressure
  • Supporting Your Well-being

    3M offers many programs to help you live your best life both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.

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