Boston Scientific Senior Supervisor - Cardiac Diagnostics Call Center 

United States, Texas, Houston 

130699588

• Oversee daily call center operations, ensuring optimal staffing, workflow, and service levels across all shifts.
• Provide direct supervision and coaching to frontline supervisors and team leads.
• Support and uphold all company and departmental policies, including those related to attendance, absence pay, HIPAA, and quality assurance.
• Monitor and analyze performance metrics (e.g., call volume, service levels, attendance, customer satisfaction) and take corrective action as needed.
• Leads Workforce Management
• Coordinate with HR, and Training to ensure appropriate staffing, onboarding, and performance development.
• Serve as point of escalation for complex issues involving patients, physicians, or internal partners.
• Collaborate with Quality Assurance and Compliance to ensure adherence to FDA, HIPAA, and Boston Scientific regulatory standards.
• Participate in or lead process improvement initiatives to enhance the patient experience and operational efficiency.
• Assist with scheduling, attendance management, and performance documentation in alignment with HR guidelines.
• Act as Manager-on-Duty (MOD) when Call Center Manager is unavailable.
• Support internal audits and prepare documentation or reports as needed.

• High school diploma or equivalent; Bachelor's degree preferred.
• Minimum of 5 years of customer service experience, including 2+ years in a supervisory or leadership role.
• Experience in healthcare, diagnostics, or regulated call center environment strongly preferred.
• Strong interpersonal and leadership skills with the ability to coach, develop, and motivate staff.
• Proficiency in workforce tools and CRM/call center software (e.g., Salesforce, NICE, Avaya).
• Knowledge of HIPAA and healthcare compliance standards.
• Ability to work flexible hours, including evenings, weekends, and holidays as needed.
• Excellent problem-solving, conflict resolution, and communication skills.
• Strong data analysis and reporting skills
• Calm under pressure and emotionally intelligent leadership style
• Committed to Boston Scientific’s values and mission to advance science for life

Maximum Salary: $ 125600

Compensation fornon-exempt (hourly), non-sales rolesmay also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation forexempt, non-sales rolesmay also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions: It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

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.

Among other requirements, Boston Scientific maintains specific prohibited substance test requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such, candidates will be subject to a prohibited substance test as a requirement. The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.