Team Lead, Customer Service
Core
Overseeing daily customer service operations, supporting team performance, and ensuring a high-quality customer experience for Cencora's patient and provider support and pharma commercialization services in Canada.
Role type
Team Lead, Customer Service
Builds
Customer support services for patients and providers in the Canadian pharmaceutical market
Domain
Healthcare / Pharmaceutical
Deliverable
dashboards & analysis
Required skills
Team leadership, Customer issue resolution, Coaching and employee development, Performance management, Process improvement, Time management, Cross-functional collaboration, Decision-making
Preferred skills
Bilingualism (English/French), Problem-solving, Conflict resolution, Analytical skills
Responsibilities
Lead and coach a team of customer service representatives, Monitor daily workflows and service levels, Handle escalated customer concerns, Provide feedback and training to team members, Track and report on KPIs, Identify process improvement opportunities, Collaborate with other departments to resolve complex issues
Seniority
Mid-level, hands-on IC with supervisory duties