Handle a team size of +8 agents
Provide subject matter expertise for complex issues.
Attend process level meetings i.e client facing.
Support Management with insights on the process/domain decisions.
Build training curriculum & Work Instructions.
Identify and communicate opportunities for continuous process improvement
Use existing knowledge base to provide a customer facing root cause assessment.
Manage implementation of automation initiatives for the team
DESCRIPTION
The Customer, for more than 40 years has advanced glucose management and diabetes care with pioneering technologies and new products defined by simplicity, accuracy and trust.
From OneTouch® brand blood glucose meters, test strips, and lancets to an integrated digital health platform and hospital point-of-care systems, the customer is committed to offering patient-centric products and clinically-proven solutions.
DELIVERABLES
Handle a team size of +8 agents between Japan & Malaysia
Provide subject matter expertise for complex issues.
Attend process level meetings i.e client facing.
Support Management with insights on the process
Build training curriculum & Work Instructions.
Identify and communicate opportunities for continuous process improvement
Use existing knowledge base to provide a customer facing root cause assessment.
Manage implementation of automation initiatives for the team
SKILLS AND BEHAVIOURS
+5 years of experience in a BPO environment.
Knowledge of Japanese
