Location - Remote/and or Frankfurt Area

Job Title: Customer Care Operations Team Lead

Department: Customer Care

Position Overview: 

As a TL Order Management, you play a critical role in ensuring day-to-day business operations, protecting the patient’s order-, pre-billing- and delivery journey to ensure maximum reach, efficiency and impact. This role is responsible for overseeing a team of agents , the implementation of continuous performance improvements and stabilise the daily business.

The Team Lead provides leadership and operational input, up to multiple Agents and belongs teams of agents (internal and/or external)

Act as a senior point of alignment together with the Senior Team Lead and collaborate operational with the key interface departments: Sales, HR global, Billing, and cross functional stakeholders.

Strong experience within workforce management, capacity planning, quality and forecast for constantly managing the daily business