Global Process Improvement Customer Service Leader (m/f/x)

Tätigkeitsfeld: Business Intelligence Global Process Improvement Customer Service Leader (m/f/x)

SYNLAB Group is the leader in medical diagnostic services and specialty testing in Europe, offering a full range of innovative and reliable medical diagnostics to patients, practicing doctors, hospitals and clinics, governments and corporates. We operate in more than 30 countries across four continents. More than 25,000 employees, including over 2,000 medical experts, contribute daily to the Groups worldwide success.

To strengthen our STS team at the Group Head Office in Munich, we are looking for a new employee.

Das sind Ihre Aufgaben: The Global Process Improvement Customer Service Leader plays a crucial role in transforming and elevating our customer service journey. This leadership position is tasked with optimizing processes and developing strategies to professionalize our call centers, with the direct goal to improve productivity and elevate the quality of service rendered to our customers (patients, GPs, nurses, hospitals).

The Global Process Improvement Customer Service Leader will work closely with the PIT Customer Service Sponsor to ensure customer service operations align with the companys strategic objectives, leveraging data-driven insights to drive continuous improvement and innovation. The Global Process Improvement Customer Service Leader will be supported by a team of subject matter experts coming from all across the SYNLAB network, who will partly dedicated to this enterprise.

• Call Center Excellence: Spearhead initiatives to professionalize call centers, focusing on optimizing staff productivity and ensuring the delivery of high-quality service. Implement best practices in workforce management to align staff levels with customer demand, eliminating inefficiencies and reducing excess capacity
• Strategic Leadership: Develop and execute a comprehensive customer experience strategy that integrates with the companys objectives. Collaborate with executive leadership to align customer service initiatives with broader business goals
• Process Improvement: Identify and implement innovative solutions to streamline customer service processes, enhance efficiency, and improve service delivery. Drive the adoption of technologies and methodologies that support superior service quality and operational agility
• Customer Satisfaction: Implement proactive measures to improve customer satisfaction and loyalty, ensuring that service levels exceed customer expectations
• Team Management: Set team targets and lead the activities of the team members, promoting a culture of excellence, continuous improvement, and high performance
• Technology and Innovation: Evaluate and integrate advanced technologies and digital tools, such as AI and automation, to enhance customer interactions and operational efficiency. Champion the use of CRM systems, especially Salesforce, to provide personalized and efficient customer service
• Performance Metrics: Establish and monitor key performance indicators (KPIs) related to call center productivity and service quality. Utilize data-driven insights to inform strategies and drive continuous improvement
• Stakeholder Management: Connect with the various stakeholders involved: senior leadership, operations, medical community and ensure effective communication and collaboration. Work with external partners and vendors to achieve customer service objectives
• Change Management: Lead change management efforts related to new processes, systems, and technologies within customer service

Das bringen Sie mit:

• Masters degree in business administration, Engineering, Operations (or equivalent education and technical experience)
• Minimum of 7 years of experience in Customer Service or Operations, with a significant focus on Call Center Management using modern Operational Excellence and Continuous Improvement methods (Lean Manufacturing, 6 Sigma)
• Certified Lean Manager or Six Sigma training (Green or Black Belt)
• Demonstrated success in enhancing call center productivity and service quality
• Computer proficiency and experience in using CRM systems with a focus on Salesforce, data analytics tools, and the latest customer service technologies
• Strong analytical skills with proficiency in performance metrics and data analysis
• Exceptional leadership, communication, interpersonal and problem-solving skills
• Proven ability to work with senior management and cross-functional teams in a multi-cultural team environment
• Availability to travel (up to 50%)
• Fluent in German & English, (other languages like Spanish would be a big plus)

Das können Sie von uns erwarten:

• A company that stands behind its mission, vision, and values
• A dynamic and international team
• Modern working environment with professional and motivated employees
• Flexible working hours, possibility of home office
• Excellent possibilities for development of professional and personal skills in an innovative environment
• Company pension scheme
• Job ticket
• Nice company events