GLOBAL PROCESS IMPROVEMENT CUSTOMER SERVICE LEADER

SYNLAB è il leader europeo nel settore della medicina di laboratorio e della diagnostica medica, attivo in 36 paesi e 4 continenti (Europa, Asia, Africa e America), con oltre 450 laboratori, 24.000 dipendenti e 500 milioni di test effettuati ogni anno. In Italia, SYNLAB rappresenta il più vasto gruppo di diagnostica integrata e il primo interlocutore nei servizi di diagnostica di laboratorio per molti specialisti e laboratori clienti. Siamo presenti in 8 Regioni (Veneto, Friuli Venezia Giulia, Lombardia, Toscana, Emilia-Romagna, Liguria, Lazio e Campania) con i nostri 9 Laboratori , oltre 300 Punti Prelievo e 80 Medical Center . Abbiamo un fatturato di oltre € 300 milioni , effettuiamo 40 milioni di analisi di laboratorio e 1,5 milioni di prestazioni poliambulatoriali all'anno, grazie ai 2.000 dipendenti e 2.000 liberi professionisti che collaborano con noi. La nostra Mission : fornire informazioni diagnostiche utili per una vita sana e per il benessere di tutti. La nostra Vision : una leadership conquistata attraverso l’eccellenza del servizio a favore delle persone e della comunità medica, con una diagnostica di altissima qualità. I nostri Valori : passione, responsabilità e customer centricity. Position purpose 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 company’s 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. Main tasks and responsibilities 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 company’s 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. Master’s 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 English, (other languages like German, Spanish would be a big plus) Monza, via martiri delle foibe 1