This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment.
Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member’s role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail.
Supervises daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards.
Leads resolution of customer escalations by diagnosing root causes, directing corrective actions, and confirming closure within agreed timelines.
Oversees staffing plans, schedule adherence, timekeeping, and real-time adjustments to maintain coverage and contracted service levels.
Leads coaching, performance reviews, corrective actions, and career development to strengthen capability and support talent decisions.
Implements approved process changes and continuous improvement initiatives, ensuring training and knowledge articles are updated before deployment.
Oversees documentation quality, compliance activities, and audit requests to preserve policy, control, and data integrity requirements.
Leads cross-functional coordination with IT, logistics, and commercial partners to resolve service interruptions and support program and launch readiness.