**Careers that Change Lives** **A Day in the Life** Responsibilities may include the following and other duties may be assigned. - Effectively leads, motivates and develops a Customer Service team that operates in a fast paced, high tech environment. - Plans Customer Service functions allocation, assesses results and takes appropriate measures to improve performance. - Ensures ongoing operations, processes and programs are completed on schedule following the established policies, practices and procedures. - Delegates responsibilities and appropriate authority to the team and provides support to ensure developmental growth - Sets up training programs for new employees and regular refresh training for all employees. Manages training and evaluates training efficiency by its impact on performance. - Utilize the daily productivity and detail reports to ensure staff are meeting goals. - Identifies and analyzes potential order management problems and develops solutions for implementation. - Proactively identify opportunities to improve and enhance systems and processes to increase the efficiency and effectiveness of team. - Develops, measures and publishes KPIs and SLA’S along with actions taken to ensure the team will be meeting and exceeding measurements - Supports ergonomic work environment that promotes employee health and well-being. - Monitor inbound and outbound call flow to ensure adequate staffing. - Works closely with departments upstream and downstream in Operations to ensure that Customer expectations and Service levels are met - Develops and manages to department budget regarding staffing and system requirements and utilizes metrics to measure the efficiency and the cost of services - Approves requisitions, expenses, and other financial transactions within his/her authority; protects income and assets of the company against loss and waste. - Ensures that company policies are respected. - Measures, analyzes, and provides monthly performance reports to Senior Leadership - Collaborates and communicates knowledge (e.g., market information, customer insights, trends, etc.) across the business. - Identifies opportunities to add value beyond problem resolution to relevant business areas (e.g., sales, marketing, product development, etc.) - Communicates to Senior Leadership any activities that could impact business continuity - Actively contribute to hiring and staffing needs of Department. - Develops and successfully implements short and long term tactical plans to meet department and company goals. - Remains current on all applicable technologies and federal regulations - Performs other duties as assigned to support **Must Have: Minimum Requirements**: - Requires a Bachelor’s degree and minimum of 5 years relevant experience, or advanced degree with a minimum of 3 years prior relevant experience. - Advance english level. - Experience leading teams. - Thorough knowledge medical device industry. - Previous experience running high volume outbound call center teams. - Strong Customer Service skills. **Nice to Have** - Excellent organization and time management skills. - Able to work independently under mínimal supervision and make critical decisions. - Ability to employ professionalism, patience and self-control in handling Customer complaints. - Demonstrated experience in leading, coaching a team/group of employees. - Ability to be flexible and quickly adapt to changing business needs and processes. - Excellent English communication skills (written and verbal) - Sales acumen (understanding the sales process) - Solution Minded & Customer Focused - Strong customer relationship buildings skills - Team Player & Flexible, but able to work independently - Ability to cope with stressful situations - Good judgment capabilities - Flexible in approach, and a positive, upbeat and friendly personality - Experience of working in multicultural environment is an advantage **About Medtronic** Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be. We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future. Physical Job Requirements The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be inde