Inbound Team Lead

hace 4 días

Alajuela, Alajuela, Costa Rica 3M A tiempo completo

**Job Description**:
3M is seeking an Inbound Team Lead for the Medical Solutions Division (MSD)

Job summary:
Primary Responsibilities include but are not limited to the following:

- Collaboration with business stakeholders to raise awareness and understanding processes to identify opportunities
- Participating in daily team meetings to discuss recent activities, daily activities and barriers to completing work
- Call Center type of duties/tasks/activities
- Excellent organizational and time management abilities to ensure multiple tasks are completed by designated deadlines
- Self-motivated, and able to work effectively, in cross-functional groups, and with internal and external customers
- Demonstrated attention to detail to prevent errors in work
- Flexible attitude and ability to work within a rapidly growing organization
- Work closely with others to ensure project deadlines are met while keeping relevant stakeholders in-the-know
- Create analytics and reports in respective space relevant to business and other stakeholders
- Escalate quality issues to appropriate areas
- Leading by using the freedom to choose methods within broadly defined processes and tools to meet team and area metrics.
- Implementing process improvements and/or creative solutions to work processes and tools
- Supporting team and team supervisor by determining work priorities, assign responsibilities, and implementing timetables for team projects and group work to ensure ongoing team success.
- Creating ongoing trainings and team updates within customer service-related areas, such as customer inquiries, systems knowledge and/or order processing issues resolution
- Collaborates with cross-functional teams
- Uses IT solutions to manage internal and external cases
- Educates and informs the customer of various processes and directs customers to appropriate resources
- Creates and updates daily to GCS Operations
- Creates and updates customer data profiles
- Cleanses data, loads and submits CST template for contribution sales transfers
- Provides E2E visibility for customers
- Performs data audits to ensure accuracy and consistency of customer data
- Improves customer satisfaction and customer experience by identifying patterns of problems and barriers to solutions.
Provides insight to resolve problems
- Participates in and maintains a quality service culture

Basic Qualifications/Requirements:

- High school diploma or Advanced College Student or Equivalent Experience
- Customer Service or similar Knowledge and degree
- 1-3 years experience in teams handling customer facing and call centers
- Strong written and oral communication skills in English (C1) is a must.
- Leadership skills
- Experience with reports generating, analyzing and presenting data in an easy to understand format
- Experience with high volume data entry
- Must be able to adapt to a rapidly changing environment
- Microsoft Office advanced knowledge
- Excellent communications, writing and oral presentation skills
- Team oriented person who can focus on the details and quality
- Customer focus
- Detailed oriented
- Collaborative Team player
- Analytical

Preferred Qualifications:

- Experience managing teams
- IT solutions experience is highly preferred
- Ability to drive game changing metrics for their respective team
- Experience leading Six Sigma Green Belt projects/teams or equivalent
- Ability to work with mínimal supervision, lead meetings.
- Ability to work with several different functions, across multiple levels in the organization
- Ability to manage multiple, detailed tasks with urgency and accuracy to meet tight deadlines
- Scrum/Agile knowledge

Supporting Your Well-being

3M offers many programs to help you live your best life - both physically and financially.
To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.
Imagine your future in 3M

3M es un empleador que ofrece las mismas oportunidades.
3M no discriminará a ningún solicitante de empleo por razones de raza, color, edad, religión, sexo, orientación sexual, identidad o expresión de género, origen nacional, discapacidad o estado de veterano.
Our approach to flexibility is called Work Your Way, which puts employees first and drives well-being in ways that enable 3M's business and performance goals.
You have flexibility in where and when work gets done.
It all depends on where and when you can do your best work.
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