At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon. Major Accountabilities: To set up and create efficient operating model for Customer Service team To improve and ensure the delivery of Service Excellence consistently across every “touch point” through development and coaching of customer service representatives on an individual basis as needed Provides an intensive on-the-job training program for new staff. Trains and develops existing staff in customer service, telephone techniques, product knowledge and other issues to ensure objectives are met. Identification of opportunities for the improvement of services through the simplification of and refinements to existing systems Ensure that customer’s needs are identified and actions are completed - supporting cross-functional teamwork through liaison with different departments Assist to build a multi-skilled and flexible call centre team to ensure that we have the flexibility to meet the changing needs of customers Ensure monitoring, reporting and resolution of Customer Complaints are carried out and recurrences prevented – proactive complaint management Generates Operational KPI reporting and provides commentary on KPI performance Executes all FCMS reporting on time as per schedule Prepares and conducts performance appraisals of direct reports To assist and support Head of Customer Service as needed. Skills/Experience: 10 years' experience in Customer Service Manager role Building a high performing team Managing a large CSR team (10+) Demonstrated Leadership Cultural fit (positive, agile, people, dynamic environment) SAP system preferred Medical Device Industry most preferred Why join Alcon? - Join a global leader with a rich history of innovation and excellence in eye care. - Be part of a collaborative and supportive team culture that values diversity and inclusion. - Enjoy a competitive compensation package and opportunities for career advancement. - Make a meaningful difference in the lives of patients worldwide by contributing to cutting-edge advancements in eye health. If you're ready to take the next step in your career and lead a dynamic team towards success, we want to hear from you! Apply now and join us in shaping the future of eye care at Alcon. Alcon Careers See your impact at alcon.com/careers ATTENTION: Current Alcon Employee/Contingent Worker If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site. Find Jobs for Employees Find Jobs for Contingent Worker