- Ongoing performance management through feedback on previous day's performance
- Hiring and onboarding of new team members
- Executes Performance Improvement Plans, as required
- Decision-making on phone coverage schedules (shifts, breaks, lunches, vacations,etc.)
- HR Administrative Processes (ie.PRCP, ACR, Talent Calibration)
- Coupa
- Supply Ordering
- Overtime Tracking and Processing
- Attend conference calls and business meetings with internal Baxter teams to ensure optimal customer support. Partnerships include: Sales, Marketing, Accounts Receivable, Business Decision Support and Supply Chain
- Monitor schedule adherence to guarantee adequate staff coverage
- Lead Tier 1 Huddles with CCR team, on a regular and consistent basis
- Manage customer escalations/requests that cannot be resolved at the agent level
- Review productivity reports to identify trends and improvement opportunities in order to achieve customer care targets
- Develop and maintain CIC reporting and technology
- Support business excellence initiatives (ie value steam mapping,customer intelligence, customer care system developments and enhancements).
- Partner with extended Baxter Team to contiuously improve and strengthen our relationship with our customers
- Attend external customer meetings, as required
- Associate or Bachelors degree preferred and a minimum of one year of relevant work experience within most recent 5 years, preferably in a regulated industry or an equivalent combination of education and experience.
- 3-5 Years customer service experience
- Strong communication, interpersonal, and leadership skills.
- Strong process and results orientations.
- Ability to work independently and manage multiple priorities in a matrix environment
- Analytical and business problem solving skills
- Ability to facilitate and manage change
- Team building and coaching
- Supervisory experience in a customer service environment, preferably in a health care organization
- Proven ability to lead effective teams and create team enthusiasm and engagement.
- Strong familiarity with multiple Baxter products.
- Strong analytical, verbal and written communication skills, interpersonal, presentation skills required.
- Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals). Strong project management and organization/prioritization skills. Ability to work independently. Excellent follow-through skills. Strong team player, willing to share knowledge with others.
- Understands and applies corporate and departmental SOP's/work instructions; Creates or edits existing SOP's/work instructions as needed. Contributes new ideas to improve the customer experience.
- Ability to effectively use software applications related to job function.
- Bilingual Preferred
Supervisor, Customer Care - Mississauga, Canada - Baxter
Description
This is where you save and sustain lives
At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.
Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.
Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.
Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.
Your Role at Baxter
In this role, you will be directly manage and support, through staffing and talent management processes, a staff of customer service employees related to a segment or segments of the organization's customer-facing operations. This position is accountable for ensuring that customer orders, returns and credits, complaints, requests, etc. are resolved in a timely, accurate, and cost-effective manner upon the first request.
What you'll be doing:
Employee coaching - Achieve customer care business objectives by effectively coaching and developing the customer care team, through the following activities:
Business Support - Support business priorities by monitoring, tracking, trending and reporting of customer care centre metrics, technology and voice of the customer
Special Projects/ Process Improvements
What you'll be having:
Nice to have:
Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.
#LI-BAXGEN