The Customer Care Center Leader is responsible for defining and leading a strategic role within the organization, leading the organization to provide efficient service to our customers, whether corrective, preventive or relationship based. leading the call handling workflow through remote support and planning the dispatching for the field team in the best response time aligned with our commitments and SLA, has the mission of delighting our customers with a high level of assertive communication. Deeply understanding the best practices for customer service and attention, actively leading the organization to support the customer in the appropriate time frame, will have the responsibility of understanding the business needs and implementing the best strategies of support. This position is part of Service Brazil located in Sao Paulo - SP and will be an Onsite position. You will be a part of the Service Team and report to the Service Manager Brazil responsible for maintaining the high level of customer satisfaction for services, also responsible for the sustainability of the Customer Care Center operations. Will have the unique opportunity to develop and lead a team to high technical performance and support customers in meeting their business challenges, raising the bar for development and supporting new challenges to come, becoming a key part of our customers' business decisions and want to work to build a world-class Customer Care Center team organization—read on. In this role, you will have the opportunity to: Team Development and people management, direct reports and contracts management Support the business, managing the budget and developing best support strategy. Lead the continuing education of our customers, supporting customers in best response time and dispatching planning process. Active communication bridge between Global and Brazil in good practices of processes of call handling Establish and maintain communication with stakeholders. Collaborate with all internal and external customers. The essential requirements of the job include Experience >3 years in people leadership and development of high-performance team. Knowledge of in vitro diagnostics workflow and or similar Ability to challenge the status quo for continuous improvement and team development. Proficient in English and desirable Spanish, native speaker of Brazilian Portuguese Bachelor's degree in business administration/foreign Trade Ability to work in a cross-functional and teamwork environment. Experience >2 years of customer service, call center, remote support, planning, etc. Communication, analytical, strong interpersonal and problem-solving skills Oracle and Salesforce background, including Service Max ERP and advanced excel
