Boston Scientific Customer Care Order Excellence Supervisor 

United States, Illinois, Quincy 

541157619

Your Responsibilities will Include:

• Develops direct reports by assessing knowledge, skills, and abilities; securing appropriate training to address training needs; assigning progressively challenging tasks; applying progressive disciplinary action as needed and conducting formal written and verbal performance reviews based on pre-determined objectives and performance information obtained from multiple sources.
• Makes day-to-day operation decisions by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.
• Oversees area activities by providing direct supervision to personnel (e.g. daily observations, quality monitoring, trouble-shooting, mediating conflicts, resolving conflicting work priorities and formulating corrective actions) to ensure the timely effective completion of tasks and alignment of area and company goals and objectives.
• Champion consistency on Customer Care Order Excellence processes throughout team.
• Provide guidance and/or training on business and system processes.
• Propose changes and participates in implementation activities to improve quality and increase efficiency.
• Ensures adequate coverage of Phone and queue volumes throughout the day.
• Responsible for monitoring calls ensuring quality standards are met as well as service levels and managing phone/fax volume.
• Work closely with Marketing/Supply planners and DC Operations to monitor and maintain an even flow of products to all locations, includes monitoring backorders with the Supply planners.
• Responsible for monitoring and adjusting to daily/weekly/monthly metrics sharing with peers and team as appropriate. Leverages metrics to support individual goals.
• Responsible for utilizing available data to provide specific, actionable feedback on service and quality to team.
• Act as a Coach and mentor to team including Group Leads.
• Assists Management with special projects and HR issues. Acts as back-up for Customer Care Manager.
• Lead regular staff Meetings. Work with peers to identify and drive process improvement initiatives.
• Facilitate problem solving and training needed by the group.
• Perform other duties as required.

Required Qualifications:

• Bachelor’s degree in any discipline or a minimum 2 yrs of supervisory experience
• Proficient with Microsoft Office (Excel, Word, PowerPoint)
• Extensive knowledge and direct experience with customer service procedures and principles
• Fluent English (written and verbal)

Preferred Qualifications:

• Experience in operations or call center environment.
• Experience working with a virtual team.
• Experience with change management and continuous improvement methodologies (i.e. LEAN business principles).
• Experience with SAP and Service Cloud (SalesForce).
• Strong decision-making and negotiation skills, ability to influence individuals on all levels.
• Strong people management and leadership skills with effective conflict resolution ability.
• Analytical with strong problem-solving and critical thinking skills; experience managing metrics.
• Strong organizational skills with ability to plan and prioritize competing responsibilities.
• Experience with project management.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.