Supervisor, Customer Care

2 weeks ago

Mississauga, 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
- 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 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.
- 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

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

  • Foot Care Supervisor

    3 weeks ago

    Mississauga, Canada Spectrum Health Care Full time

    Company Description Spectrum Health Care is hiringa 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...

  • Foot Care Supervisor

    3 weeks ago

    Mississauga, Canada Spectrum Health Care Full time

    Job DescriptionThe 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...

  • Client Care Supervisor

    3 days ago

    Mississauga, Canada CBI Health Full time

    **Care Supervisor - Mississauga - Full Time 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 the way as a...

  • Care Supervisor

    4 weeks ago

    Mississauga, Canada CBI Health Full time

    **Care Supervisor - Mississauga - Full Time** 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 the way as a Regulated...

  • Client Care Supervisor

    4 weeks ago

    Mississauga, Ontario, Canada CBI Health Group Full time

    Care Supervisor, Mississauga 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 the way as a Regulated Health...

  • Customer Service Supervisor

    4 days ago

    Mississauga, Canada Gourmet Food Solutions Inc Full time

    **CUSTOMER SERVICE SUPERVISOR** **Duties 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...

  • Supervisor of Care

    5 days ago

    Mississauga, Canada Regional Municipality of Peel Full time

    **Job Description**: **Supervisor of Care** **Health Services - Long Term Care** **Status**:Regular Full Time **Salary Range**:$96,785 - $120,979 per annum, plus comprehensive benefits **Work Mode**:Onsite **Location**: Sheridan Villa LTC, 2460 Truscott Dr, Mississauga, ON **Hours of Work**:35 hours per week (flexibility required to meet operational...

  • Home Support Supervisor

    1 week 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

    7 days ago

    Mississauga, Canada Spectrum Health Care Full time

    Company Description We are hiring **Registered Practical Nurses (RPN)** as full time **Home Support Supervisors** 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. At Spectrum Health Care our mission is...

  • Care Supervisor

    2 weeks ago

    Mississauga, Canada CBI 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....

  • Care Supervisor

    3 days ago

    Mississauga, Canada CBI 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....

  • Customer Care Representative

    2 weeks ago

    Mississauga, Canada Konica Minolta Full time

    Overview Act as part of a successful Call Centre by responding to customer requests and interfacing with field staff to ensure service is provided in a timely manner. Responsibilities - Receive calls from customers in need of service. Verify equipment and location and record information in dispatch system - Schedule and dispatch technicians to...

  • Home Support Supervisor

    4 weeks ago

    Mississauga, Canada Spectrum Health Care Full time

    Company Description We 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...

  • Home Support Supervisor

    1 week ago

    Mississauga, 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, 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...

  • Customer Care Representative

    2 weeks ago

    Mississauga, Canada Graphic Packaging International Canada, ULC Full time

    **Customer Care Representative** Graphic Packaging International Inc. 7830 Tranmere Drive, Mississauga, ON Full-time, Permanent $45,000.00 - $50,000.00 per year **Who We Are**: At Graphic Packaging International (NYSE: GPK), we’re one of the largest manufacturers of paperboard and paper-based packaging for some of the world’s most recognized brands of...

  • Customer Service Supervisor

    3 days ago

    Mississauga, Canada Village Juicery Inc. Full time

    **Customer Service Supervisor** We’re in business to make people feel great. Village Juicery is a leading plant-based company servicing over 400+ customers in the GTA. All of the products we offer are certified organic, plant-based, and made fresh daily. Today, we proudly offer our customers a wide range of products including cold pressed juices, salads,...

  • Business Development Manager

    4 days ago

    Mississauga, Canada Epiroc Customer Center Full time

    Support the Epiroc vision “United in Performance. Inspired by Innovation” by contributing continuously to a Customer-Value and a Customer-Care driven culture, and by living the Epiroc values “Interaction-Commitment-Innovation” in all-internal and external activities and relations. Your mission is to accelerate the speed of creating ‘’game...

  • Customer Care Representative

    7 days ago

    Mississauga, Canada Mersen Canada Toronto Inc 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...

  • Customer Care Representative

    4 weeks ago

    Mississauga, Canada Givaudan Full time

    Step into our world of creativity and joy! Customer Care Representative - Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness and humility, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions that make people look and feel good....