Job Description
This role involves planning, directing, and coordinating technical contact center operations across multiple channels.
The manager will ensure high performance on key metrics such as Dispatch Avoidance, NPS, and Customer Satisfaction.
They will facilitate communication within Technical Services and other departments to foster collaboration, ensuring quality and adherence to SOPs.
The role will involve quality monitoring and coaching to enhance customer experience and resolve disputes.
The manager will also lead implementation and adoption of remote tools while managing budget targets for the team operations.
About BD Biosciences
BD is a leading global medical technology company that creates medical technology, devices, and laboratory equipment for a variety of needs across the healthcare continuum.