Are you motivated by driving innovation for the life-changing benefit of patients? Are you ready to help transform the treatment paradigm for a broad range of chronic diseases that currently rely on injection-based therapies? Then this is your moment. Apply now and join Novo Nordisk. Together we can create life-changing innovation. Together we can make it happen.
The position
Key responsibilities
- Provide leadership and direction for call center to ensure employee and business needs are met in accordance with the highest standards of quality and employee satisfaction.
- Responsible for call center’s setup, new platform launch, process/service transition etc.
- Responsible for managing and leading all aspects of the askHR Team including resource/capacity planning, scheduling, reporting, quality management, training, communication, performance management, and employee development.
- Responsible for all Change Management and Stakeholder management for call center service, askHR updates etc.
Day-to-Day Duties
- Provide leadership and direction for call center to ensure employee and business needs are met in accordance with the highest standards of quality and employee satisfaction.
- Create and maintain service delivery strategies to support employees, manager and HR internal customers. Ensure the team provides highest standards quality of services.
- Analyze call center data to understand trends, spot potential improvements to implement process improvements and guarantee the productivity and efficiency.
- Recognize Portal Usage gap and identify and improve opportunities for portal utilization.
- Be able to look intuitively at askHR team to catch potential problems before they arise, identify adjustments in staffing and scheduling requirements to ensure optimal call center coverage and quality.
- Develop and maintain all internal process/procedure, Work Instruction, process map, KPI, SLA, schedule and training documents.
Responsible for call center’s setup.
- Responsible for askHR agent’s recruitment.
- Setup askHR standard supporting documents and supporting structures.
- Set up call center agent’s training plan and deliver it.
- Engage all stakeholders with call center setup and partner with CoE, HRBP and other HR teams to transition Tier 0 and Tier 1 HR support to askHR.
Responsible for managing and leading all aspects of the Call Center Team including resource/capacity planning, scheduling, reporting, quality management, training, communication, performance management, and employee development.
1. Assign, prioritize and monitor the daily activities of the team to ensure the proper aligning of resources/skill sets to inquiry/request demand.
2. Drive team to ensure attain goals and achieve all KPIs in timely manner.
3. Responsible for the effective and efficient delivery of all Novo Nordisk HR Programs within the scope of askHR to ensure HR Services remain in compliance with company policies, procedures and regulations and are delivered with established standard for operational excellence.
4. Responsible for the intake and resolution of all employees inquires received through multi-channel support.
5. Analyze call center data to understand trends, spot potential opportunities to implement process improvements and identify adjustments in staffing and scheduling requirements to ensure optimal call center coverage and quality.
6. Develop the skills and capabilities of the askHR team with a strong focus on fostering individual growth and overall team performance to build a high-performance culture.
7. Act as Subject Metter Expert for askHR content, services, and the platform.
Responsible for all Change Management for call center service, askHR updates and etc.
- Initiate activities for key stakeholders to understand askHR/call center and all service scope.
- Responsible for all change management for askHR new functionalities, askHR services, new Articles and askHR updates.
Change and innovation
Level of innovation – i.e. specific examples of creativity and innovation required to develop and improve processes/products/services and deliver the objectives for the area of responsibility
Level of complexity – i.e. whether innovation and enhancement are mainly applied within own job area/department or it has an impact across multiple disciplines, functions, units and/or geographies
- Need to design all internal Work Instructions, process/procedure Maps, SLA, KPI and scheduling to standardize the askHR services.
- Identify opportunities to improve efficiency and customer satisfaction.
- Lean Knowledge and project management skill is a plus
Qualifications
- A minimum 5 years of progressive HR experience and at least 3 years in HR call center experience in MNCs
- At least three years of supervisory experience
- Experience with customer service is compulsory
- Experience in SuccessFactors, ServiceNow Cisco phone system is a plus
Working at Novo Nordisk
- At Novo Nordisk we recognise that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and the communities we operate in.
- We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. We are happy to discuss flexible working, depending on the role and subject to business needs.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.
