Rcsc Hub Manager
Dubai, United Arab Emirates
Job Description
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Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding peoples varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.
The Position The Regional Customer Support Centre (RCSC) is a high performance team focused on providing an outstanding customer remote support experience when our customers are dealing with issues or inquiries. The RCSC is also delivering internal training and supporting the affiliates being a single point of contact for our customers and Roche employees matters that require an expert technical knowledge. The Opportunity
The RCSC Dubai hub is looking for a collaborative, experienced leader with a customer focus mindset to join our Regional Customer Support team. As a Hub Manager you will be leading and supporting multiple teams of highly skilled remote specialists within Roche Solutions supporting our customer base in the Middle East Region.
You will be responsible for ensuring remote resolution, Employee/Customer training, local and regional knowledge sharing and regional escalation support.
Main responsibilities
Main skills and competencies
The RCSC Dubai hub is looking for a collaborative, experienced leader with a customer focus mindset to join our Regional Customer Support team. As a Hub Manager you will be leading and supporting multiple teams of highly skilled remote specialists within Roche Solutions supporting our customer base in the Middle East Region.
You will be responsible for ensuring remote resolution, Employee/Customer training, local and regional knowledge sharing and regional escalation support.
Main responsibilities
- Responsible for the support provided to our customers, RCSC and other stakeholders.
- Be the interface between the remote support teams and our customers, the field force, regional and global organization. Acting as an escalation point for complex issues driving them through to a satisfactory conclusion to deliver a results-oriented and first-class service for our customers.
- Continuously monitor the process and quality of our services against departmental standards and KPIs.
- Responsible for all aspects of performance management for the team.
- Develop and oversee service improvements and to deliver the adoption of new services and processes.
Main skills and competencies
- 7+ years of experience within Diagnostics and Healthcare
- Several years of experience leading people preferably in a multicultural/multilingual remote support environment.
- Excellent communicative and analytical skills combined with high customer focus, team orientation and self-initiative.
- Strong problem solving skills with the ability to work effectively under pressure,
- Fluent in English & Arabic
Who we are At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, weve become one of the worlds leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity. Roche is an Equal Opportunity Employer.
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Job Detail
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Job IdJD1660077
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned