Description
We are looking for a passionate Team Leader with a native/bilingual level of Dutch to join us at our Madrid Production Hub office.
The primary focus of the role will be to plan the team's daily workload, gain an in-depth knowledge of the Belgian and Dutch healthcare systems, and manage ad-hoc projects.
Responsibilities:
- Manage daily distribution of workload to DBOs and provide feedback to supervisor
- Support design and compliance of SLA with Local Business
- Develop and share knowledge with the team about healthcare systems in Benelux
- Support DBOs on complex requests
- Ensure all DBOs comply with daily SLA workload
- Ensure SOPs are applied by all DBOs and support them when necessary
- Monitor team performance and update team-specific KPIs for quality assurance and productivity
- Manage delivery timelines in ad-hoc projects
- Update team documentation in a clear and timely manner
- Act as first-level escalation point of contact for Local Office/Global Team
- Resolve or dispatch client complaints through ticketing system
- Plan bank holiday shifts
- Plan ad-hoc operations in coordination with local team
- Define and distribute proactive activities for general quality of the database
- Participate in identification of reference sources for DB quality improvement
- Ensure training and SOPs are applied by all DBOs and support them when necessary
Skills & Requirements:
- Customer focus
- Ability to plan, organize, and manage resources and work
- Verbal and written communication skills in Dutch and English (basic level of French desirable)
- Ability to proactively identify complex problems and develop solutions
- Team management skills
- Ability to effectively use spreadsheets and other office tools
- Ability to learn complex reporting tools
- Risk identification skills