Bilingual Customer Care Supervisor

3 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**:
In this role, you will be responsible for all aspects of the daily operations of the call center and management needs for all CCRs. You will be accountable for ensuring that customer orders, returns, credits, complaints, adverse events, medical inquiries and technical product support issues are resolved timely and in accordance with SOP’s/BOP’s. You will build relationships with team members and business partners in order to deliver on Baxter’s objectives. Continued focus on improving the customer experience and productivity through improved performance, training and coaching programs**. **You will drive employee engagement and achieve KPI’s and metrics. Serves internal, external and program customers by helping with planning and implementing call center and operations strategies, helping to improve systems and processes; support and lead frontline staff and internal Baxter policies and procedures.

**What you'll do**:
**Operations Management**:

- Ensure day to day operational targets are met including service levels, workload distribution, and service complaints logged/remediated
- Record/publish stats, including performance levels of the team and individual reports
- Create action plans and solutions, analyze Call Drivers, utilization reports and performance levels of the call center
- Ensure effective staffing, coaching, and support to attain performance targets
- Partner with WFM to ensure adequate staffing on each shift to meet SLA’s
- Act as prime for all complex customer complaints, escalations and/or inquiries
- Partner with the B2B Trainer to develop and oversee compliance of SOPs
- Complete audits and review team compliance to contractual obligations, KPIs, SLAs, and Baxter policies
- Foster and work in partnership with Supply Chain teams, B2H, Territory Managers and Commercial stakeholders
- Monitor random calls to improve quality, minimize errors and track operative performance
- Evaluate individual performance targets on a weekly and monthly and quarterly basis
- Interface with US and IT staff to identify best in class telephony and database support

**Quality Assurance**:

- Provide hands-on leadership, coaching and mentoring to front-line staff
- Ongoing performance management through feedback on previous day’s performance
- Produce regular and effective coaching plans for team members based on quality through the use of call reviews and other coaching tools
- Support and implement team initiatives, including quality objectives to ensure best practices are used throughout the team

**Continuous Improvement**:

- Identify areas of improvement in performance and procedures; suggest a course of action daily/weekly/monthly
- Provide constructive and timely feedback to team to rectify errors and to prevent further inconsistencies
- Work closely with all Supervisors to develop processes and protocols aligned with all other program activities
- Complete and identify performance gaps and successes on the monthly scorecard
- Champion and participate in process audits, documentation redesign and/or improvements within the team
- Using Service Complaints and data analyze and determine root cause of issues; identify and propose changes to procedures for handling customer issues and increasing customer satisfaction
- Analyze customer feedback and root cause issues, identify any discrepancies in quality measures and customer satisfaction
- Responsible for monitoring data trends and conducting further analysis on trending information in order to confirm findings

**Human Resources Management**:

- Coordinate recruitment efforts with the Talent Acquisition Partner and conduct interviews and make hiring recommendations
- Supervise activities of all staff provide clear direction and establish effective feedback systems to and from team members
- Address all employee relations issues promptly and constructively and manage performance through positive reinforcement of right behaviors and progressive discipline for detracting behaviors
- Identify performance/skill gaps and develop coaching and/or training plan to ensure staff, at minimum, meet performance expectations
- Create an environment conducive to teamwork by fostering team problem-solving and

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