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Supervisor, US Business Services

1 month ago

Gurugram, India Hollister Full time

Summary:

Join our passionate team as a Global Business Supervisor supporting US customer service operations in India. In this role you will play a critical role in overseeing customer service operations for consumers and B2B sales within the US market. You will lead a team of customer service representatives and operations coordinators. This position will oversee the effective functioning of the “Order to Cash” process for all distributors, manage end-user enrollment into Secure Start Services and sample fulfillment. This role requires strong leadership, communication, and problem-solving skills, as well as a deep understanding of the US market and customer needs.

If you have a proven track record in call center leadership, a passion for developing others, and a deep understanding of the US healthcare industry, we encourage you to apply for this exciting opportunity to support our US Business Services.

Responsibilities:

Oversee the daily service execution of the US Customer Service Representatives and Operations Coordinators to ensure that all performance targets are met Complete taskwork to support “Order to Cash,” enrollment or sample fulfillment Assist and provide direction for associates on complex situations Ensure compliance to processes through weekly audits and performance monitoring Ensure all processes are being adhered to (in partnership with department trainer) and are effective and efficient Address any operational issues in a timely manner, ensuring proactive communication with internal and external customers Develop staffing/workforce plans and schedules

Coaching and Developing Associate – 30%

Work with manager and other supervisors to establish HPM expectations. Conduct regular coaching sessions and performance evaluations to identify strengths, areas for improvement, and development opportunities for team members. As necessary, meet with associates to discuss development outside of their current role. Identify, share and coach to best practices. Assist and provide guidance with complex customer situations. Conduct mid-year and annual performance reviews.

Other – 10%

Ensure systems are functioning appropriately (troubleshoot as necessary) Participate and present in assigned projects or meetings Work with Trainer to identify and implement processes that improve overall service. Track and monitor progress.

Essential Functions of the Role**:

Communicating (Talking/Listening/Typing/Writing/Reading) Ability to wear headset Sitting for long periods of time (6 to 8 hours) Ability to work greater than 40 hours if need arises Limited travel as requested (

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