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Call Center Manager

Date: Dec 29, 2021

Location: Moscow, RU, 115054

Company: Teva Pharmaceuticals

Company Info

 

Teva is a global pharmaceutical leader and the world's largest generic medicines producer, committed to improving health and increasing access to quality health solutions worldwide. Our employees are at the core of our success, with colleagues in over 80 countries delivering the world's largest medicine cabinet to 200 million people every day. We offer a uniquely diverse portfolio of products and solutions for patients and we've built a promising pipeline centered around our core therapeutic areas.  We are continually developing patient-centric solutions and significantly growing both our generic and specialty medicines business through investment in research and development, marketing, business development and innovation. This is how we improve health and enable people to live better, healthier lives. Join us on our journey of growth!

Purpose

 

To create from scratch Customer Care Center for pharmacists, doctors and retailers. Manage the team of Customer Service Specialists providing telesales support to the all of Russia’s top business partners within all segments. Expectation to add incremental value to RU AOP, trade programs and market share. Execute new business opportunities at customer’s level on behalf of the organization.

Responsibilities:

 

•    Create from scratch reliable and competent Customer Service for pharmacies, doctors and retailers, 
•    Manage the team of Customer Service Specialists providing telesales support to clients, incl.:
-    planning the headcount and suggests the recommendation to the approval of Customer Channels Director; 
-    planning and coordinating the team workload (KPIs setting, Customer planning, vacations et al.);
-    ensures staff completeness and recruitment/assessment processes; training and adaptation of new employees;
-    management of call center effectiveness (developing KPI and tools of evaluation team efficiency, planning targets and monitoring the performance, providing feedback, makes annual development plans etc.), also ensures timely and high-qualitative handling of HR processes and documents in the corporate systems;
-    solving sick-leaves situations, equipment problems, software complexity;
-    daily monitoring of the employees’ work and KPIs achievement;
-    control over the quality of call center communications: listening to recordings of conversations, analyzing situations, adjusting sales scenarios and development of recommendations;
-    control and analysis of the staff internal reporting and customer feedbacks.
•    Control the implementation of tele-campaigns (Launches-, Out-of-stocks-, KA Alerts, Cross-Selling-, Outbound-, Inbound activities).
•    Ensure continuous team development and couching relatedly to interactions with customers, as well as laws, regulations, campaigns, new products, conversational skills/ negotiating tactics, complaint management and IT basic Skills. 
•    Solve technical issues related to CRM management and IT integration directing cooperation with Commercial Excellence and IT. 

Requirements:

 

-    3+ years commercial management experience in international company (sales / key accounts / trade marketing)
-    Experience in call center / customer service management or projects is an advantage
-    University degree (Economics, Management, Marketing is a plus)
-    Strong understanding of Russian pharmaceutical customers (pharmacists, pharmacy chains, health care professionals)
-    Analytical and technical IT capabilities including the ability to analyze and report on data
-    Strong people management and project management skills
-    Business results oriented
-    High level of leadership, communication and client focus skills
-    English – Intermediate level
 

Teva’s Equal Employment Opportunity Commitment

 

Teva Pharmaceuticals is committed to equal opportunity in employment. It is Teva's global policy that equal employment opportunity be provided without regard to age, race, creed, color, religion, sex, disability, pregnancy, medical condition, sexual orientation, gender identity or expression, ancestry, veteran status, national or ethnic origin or any other legally recognized status entitled to protection under applicable laws.