Team Leader | Service Desk/Healthcare | Cebu

Job Description

PRINCIPAL RESPONSIBILITIES:

• Overall responsibility for achieving Clients service level expectations and maintaining high quality delivery
• Responsible for improvement initiatives and enhancing complaints intake and management process efficiencies
• Has clear understanding of customer KPIs.
• Understands relationship between PFMEA and Quality Control Plan
• Identifies and coordinates PFMEA/ Quality Control Plan improvements.
• Manages efficient work allocation and tracks the overall performance of team members
• Manages daily team attendance
• Manages team attrition
• Ensures floor policies are followed
• Manages administrative tasks
• Keeps oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keeps all company information which includes customer information confidential and secured

Requirements

SKILLS REQUIRED:

·       Able to write effective medical narratives regarding product issues or cases.

·       Must be able to properly use and navigate Philips tools and MS Office

·       Able to communicate professionally and concisely to all business partners and other Wipro employees.

• Able to think critically to determine the type of questions which need to be asked to gather necessary information
• Good problem solving and analytical skills
• Good customer service skills

CANDIDATE SPECIFICATIONS:

• Bachelors of Science in Nursing, Pharmacy or any Life Science course graduate
• Preferably with clinical experience and/or a Registered Nurse/Pharmacist  
• 3-4 years of work experience preferably in a similar process/clinical experience

Benefits

• Performance Bonus
• Telecommunication Allowance
• Other Allowances