Overview
Supervisor, Customer Care Jobs in Mississauga, ON at BAXTER
Full job 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:
Side by side call monitoring
Remote call monitoring
Ongoing performance management through feedback on previous day’s performance
Conducting monthly 1:1 meetings with each employee (A.C.E plus agent’s performance card – call metrics, attendance, tardiness, etc,)
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
Business Support – Support business priorities by monitoring, tracking, trending and reporting of customer care centre metrics, technology and voice of the customer
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
Participates in Monthly Call Calibration Sessions to ensure a consistent and effective call review process is in place.
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
Participate in Call Center Leadership Meetings,as required
Review Post Call surveys – provide analysis and follow up with customers as required
Develop and maintain CIC reporting and technology
Lead the planning and implementation of Holiday CIC Call Campaigns
Special Projects/ Process Improvements
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 relationsh…
Title: Supervisor, Customer Care
Company: BAXTER
Location: Mississauga, ON
Category:
