Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people's varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position At Roche, we are passionate about transforming patients' lives, and we are bold in both decision and action - we believe that good business means a better world. That is why we come to work every single day. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all.
We do this today to build a better tomorrow. Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills. Embracing diversity enables us to create a great place to work and to innovate for patients.
Summary of the position: Doing now what patients need next. Patient Care is the front-facing connection with our patients and our customers that serves as an engine for delivering value. In Patient Care, we contribute to our commercial success by assisting patients, supporting our customers and partners, promoting and selling products, digital solutions, and services. We do so by acting in a customer-centric, future-oriented manner and with business sense when developing current and new services.
Main tasks of the position: Lead team members and ensure service delivery through a combination of internal Roche team and/or external supplier team as an inspiring leader and a role model according to Roche´s core competencies, leadership commitments and operating principles.Foster individual's and team's performance level, productivity and efficiency by setting clear individual and team goals, providing guidance, motivating, coaching, assessing, challenging and developing employees.Develop team spirit, an inspiring team environment and a common, open, diverse and inclusive Patient Care culture, avoiding silo thinking and supporting cross-team / cross-functional collaboration.Ensure an outstanding customer experience and the reaching of other defined business objectives and a high service quality through team leadership and engagement with the Patient Care network and supporting functions.Drive the implementation of suitable tools to enable a standardized monitoring of KPIs in collaboration with Patient Care colleagues locally and globally.Regularly conduct or oversee call listening and data analysis to maintain high-quality customer communication.Oversee day-to-day operations, observe advisor´s performance and adherence to the plan, double-check the correctness of the plan and monitor KPIs on a daily basis.Drive continuous improvement of work processes by proactively suggesting changes, performing pilots, supporting, or driving the implementation.Ensure an outstanding customer experience and the reaching of other defined business objectives by monitoring, controlling and facilitating operational processes with the supplier team.Leverage a comprehensive understanding of the country strategy to identify needs and opportunities for added value. Qualifications of the position: 5 years of experience, preferably in a contact center or in the healthcare industry.Bachelor's degree or equivalent experience required.Language skills: Bilingual in German + English or Spanish.Demonstrated leadership experience through direct or indirect leadership responsibilities.Experience with digital solutions and healthcare industry in a contact center desired.Excellent customer service, communication and organizational skills.Ability to de-escalate and resolve customer's complaints in an effective manner. Leadership Skills: You are also responsible for building, and then providing effective line-leadership for a cross-country team, operating in a matrix model. Doing so in a manner that is consistent with the Roche Values and leadership capabilities. You will seek to inspire and lead your team to create transformative solutions.
Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
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