Supervisor, Customer Care

2 weeks ago

Mississauga, Ontario, Canada BAXTER Full time

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
  • Decisionmaking 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 relationship with our customers
  • Attend external customer meetings, as required

What you'll be having:

  • 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.
  • 35 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

Nice to have:

  • 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 followthrough 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.
  • Bilingual Preferred
  • Baxter is committed to supporting the needs for flexibility in the workplace. We do s

  • Foot Care Supervisor

    4 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    The Registered RN/RPN Foot Care Supervisor is responsible for ensuring that the quality of Foot Care services to clients in the community and facility setting is compliant with legislation and standards of practice.Leads a team of Foot Care Nurses to provide and maintain efficient quality Foot Care to clients in a facility and home settingAssess client...

  • Foot Care Supervisor

    1 month ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    The Registered RN/RPN Foot Care Supervisor is responsible for ensuring that the quality of Foot Care services to clients in the community and facility setting is compliant with legislation and standards of practice.Leads a team of Foot Care Nurses to provide and maintain efficient quality Foot Care to clients in a facility and home settingAssess client...

  • Foot Care Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Company DescriptionSpectrum Health Care is hiring a Registered Practical Nurse or Registered Nurse (RN/RPN) as a Foot Care Supervisor to join our team in the Peel region including Mississauga, Brampton, Caledon and Bolton. At Spectrum Health Care our mission is re-imagining home care for clients and families to provide products and services they need,...

  • Foot Care Supervisor

    4 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Company DescriptionSpectrum Health Care is hiring a Registered Practical Nurse or Registered Nurse (RN/RPN) as a Foot Care Supervisor to join our team in the Peel region including Mississauga, Brampton, Caledon and Bolton. At Spectrum Health Care our mission is re-imagining home care for clients and families to provide products and services they need,...

  • Customer Care Specialist

    2 weeks ago

    Mississauga, Ontario, Canada Hoya Vision Care Full time

    Join The Hoya Vision Care Canada TeamFor over 60 years, HOYA Vision Care has been a passionate leader in optical technology innovation. As a manufacturer of high quality, high performing eyeglass lenses, we continuously aim to bring the best possible vision care solutions to eye care professionals.We are currently hiring a Customer Care Specialist - Winnipeg...

  • Care Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada CBI Home Health Full time

    Care Supervisor - Mississauga - Full Time 1-year contractual position.As a Care Supervisor within our CBI Home Health team, you will support multiple programs within our Personal Support Services. You lead a group of direct care providers to ensure that clinical service delivery meets or exceeds standards set by CBI Home Health external stakeholders. Showing...

  • Care Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada CBI Health Full time

    Care Supervisor - Mississauga - Full TimeAs a Care Supervisor within our CBI Home Health team, you will support multiple programs within our Personal Support Services. You lead a group of direct care providers to ensure that clinical service delivery meets or exceeds standards set by CBI Home Health external stakeholders. Showing the way as a Regulated...

  • Customer Care Representative

    2 weeks ago

    Mississauga, Ontario, Canada Electrical & Automation Industry Careers Full time

    Mersen is a global expert in electrical specialties and advanced materials for high-tech industries. With more than 50 industrial sites and 16 R&D centers in 35 countries around the world, Mersen develops custom built solutions and delivers key products to its clients in order to meet the new technological challenges shaping tomorrow's world. For over 130...

  • Client Care Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada CBI Health Full time

    Care Supervisor, MississaugaAs a Care Supervisor within our CBI Home Health team, you will support multiple programs within our Personal Support Services. You lead a group of direct care providers to ensure that clinical service delivery meets or exceeds standards set by CBI Home Health external stakeholders. Showing the way as a Regulated Health...

  • Mandarin Customer Care Specialist

    2 weeks ago

    Mississauga, Ontario, Canada Hoya Vision Care Full time

    Shift: 12:00PM - 8:30PMSUMMARYThis position is responsible for handling external and internal customer inquiries and concerns with the highest degree of patience, courtesy, and professionalism.Positive intention and positive language are used to communicate effectively with our broad range of customers.JOB RESPONSIBILITIES Receive and handle incoming...

  • Client Care Coordinator

    2 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Company DescriptionWe are hiring Client Care Coordinators to work at our Mississauga office to provide exemplary client service and support to our internal and external customers/clients. Hours are scheduled Monday - Friday 8:00 am - 4:00 pm or 12:00 pm - 8:00 pm with alternate weekends required.At Spectrum Health Care our mission is re-imagining home care...

  • Client Care Coordinator, Evenings

    2 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Company DescriptionWe are hiring Full Time Client Care Coordinators to work Evening Shifts at our Mississauga office to provide exemplary client service and support, in person and over the telephone to our internal and external customers/clients. Hours are scheduled Monday - Friday (4:00 pm - 12:00 am) with alternate weekends required.At Spectrum Health Care...

  • Customs Operations Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada Mohawk Global Logistics Corp Full time

    Who We Are: Mohawk Global is a 300+ person team of logistics and trade specialists dedicated to fulfilling the supply chain needs of our customers with a strong emphasis on customs brokerage, domestic and international transportation, trade compliance, education, and consulting.Our business practices are driven and exhibited daily by our three core values:...

  • Ho - Accounting Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada PLASP Child Care Services Full time

    PLASP Child Care Services is a charitable organization operating on a not-for-profit basis, providing high quality early learning and child care, for children up to 12 years of age. PLASP operates programs in more than 240 schools providing before and after school care. PLASP also operates over 32 full-day early learning and child care centres and six...

  • Home Support Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Company DescriptionWe are hiring a Registered Practical Nurse (RPN) as a contract Home Support Supervisor to work with our clients in Mississauga. The Home Support Supervisor leads a team of Personal Support Workers (PSWs) in the field, providing ongoing training, coaching, and performance management. This is an 18 month contract with possibility of...

  • Customer Service Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada Gourmet Food Solutions Inc Full time

    CUSTOMER SERVICE SUPERVISORDuties and Responsibilities: Processing daily Purchase Orders and Invoices. Managing communication between customers and vendors as required. Managing transport logistics and ensuring transport costs are on track as budgeted. Ongoing review and update of procedures manual for the Customer Service Department and Front Office....

  • Home Support Supervisor

    4 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Leads a team of Personal Support Workers to provide qualified personal care to patients in a home settingTravel to patient's homes in community and facility settingsWork collaboratively with multidisciplinary teams in both community and facility settingsAssesses patient needs, according to the timeframe established by contractual agreements, formulates the...

  • Home Support Supervisor

    2 months ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Leads a team of Personal Support Workers to provide qualified personal care to patients in a home settingTravel to patient's homes in community and facility settingsWork collaboratively with multidisciplinary teams in both community and facility settingsAssesses patient needs, according to the timeframe established by contractual agreements, formulates the...

  • Home Support Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Company Description We are hiring a Registered Practical Nurse (RPN) as full time Home Support Supervisor to work with our clients in Mississauga and surrounding areas (such as Brampton, Caledon, Bolton and Etobicoke). The Home Support Supervisor leads a team of Personal Support Workers (PSWs) in the field, providing ongoing training, coaching,...

  • Home Support Supervisor

    2 weeks ago

    Mississauga, Ontario, Canada Spectrum Health Care Full time

    Company DescriptionWe are hiring a Registered Practical Nurse (RPN) as full time Home Support Supervisor to work with our clients in Mississauga and surrounding areas (such as Brampton, Caledon, Bolton and Etobicoke). The Home Support Supervisor leads a team of Personal Support Workers (PSWs) in the field, providing ongoing training, coaching, and...