Customer Service supervisorMedtronic

Careers that Change Lives
Bring your talents to an industry leader in medical technology and healthcare solutions - we're a market leader and growing every day. You can be proud to sell medical technologies that are rooted in our long history of mission-driven innovation. Our expanding portfolio delivers measurable clinical and economic value - and opens doors. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.
Join us for a career in sales that changes lives.
A Day in the Life
The Customer Service Supervisor role is a Tier 2 process expert, possessing good level of leadership competencies, basic business acumen, a champion of the Medtronic Mindset culture and a consistent driver of Operational Excellence.
The Customer Service Supervisor will primarily act as a process lead with 30% strategic responsibilities where he/she will execute deliverables in order to sustain a high-performing and motivating work culture in the Manila Shared Service team for Manila Tech Support. In this role, he/she will be responsible to drive Techs performance in order to achieve operational excellence, ensuring that results are achieved with the highest quality and integrity.
One of the critical responsibilities of a Customer Service Supervisor is to maintain the day-to-day operations of the process managed, manage workload distribution and maintain the acceptable levels of KPIs and SLA of the team. He/she is responsible to manage the daily staffing level and set-up a robust back up system in times of unprecedented situations. In this role, he/she will be responsible to mine ideas that can be translated to process improvement opportunities. He/she is responsible for setting up a regular avenue to gather problem solving opportunities that will impact the work routines of the team and execute Just Do-It initiatives that will generate quick wins for the team.
The Customer Service Supervisor will be responsible to answer daily escalations and provide technical solutions as necessary. He / she is responsible in effectively rolling out process updates and compliance to MDT policies.
A strong indicator of success for this role is the ability to effectively manage the daily operations maintain good level of trust from the Manila Tech Support, internal & external stakeholders and cross function partners.
POSITION RESPONSIBILITIES:
Autonomy
Leads maximum of 20 FTEs including 1 Team Leader
Supervises direct reports and provides tactical and/or technical support
Takes escalated calls when needed
Task-oriented and delivers results as per goals set for the team.
Work collaboratively with WFM Team on real time assistance and Call Center Metrics management
Organizational Impact
Executes the operational plans to achieve excellence.
Scope of decision is related to the operational activities of the team being managed.
Provides data such as TMS, deep dive analysis, new processes to be considered on Capacity Planning and continuous improvement.
Leadership & Talent Management
Provides the highest level of Customer Service, internally and externally, concerning the service offerings in Manila Shared Services team for Manila Tech Support (i.e., Tech Support, call center management, belt clip, Solutions, Patient Outreach, or any other Businesses and Services within his or her areas of responsibility)
Responsible for the management of Techs within his / her Team - including goal setting, feedback and coaching, performance management, development planning.
Provides meaningful career conversation and strike a balance with Performance conversations (at least minimum of 1 per month)
Maintains the delivery of committed goals of the team being managed, including attainment of highest quality standards on the team's output.
Provides inputs in developing strategies to improve team metrics and performance.
Executes initiatives to support the improvement of the team's Organization Health Status.
Performs coaching to Techs on a weekly basis
Innovation & Complexity
Plans and executes necessary adjustments in the team's work routines in order to deliver sustainable daily operations.
Provides recommendations on system and process enhancements.
Leads Just-Do it initiatives and UAT testing for tools deployment.
Works with the Quality Assurance team on identifying Tech-specific gaps needing retraining and monitoring.
Communication & Influence
Directly interacts with the Techs daily and operational function partners; answers level 1 escalations.
Ensures strong partnership with the cross-function teams by connecting with Commercial team and cross function teams on help needed by the team operationally.
Supports QBR/ABR reviews lead by the Sr Customer Service Supervisor or up.
Must Have: Minimum Requirements
Requires a high school/General Education Diploma (GED) with 5 years of experience or Associate's degree with 3 years of experience or Baccalaureate degree (or for degrees earned outside of the United States, a degree which satisfies the requirements of 8 C.F.R. § 214.2(h)( 4)(iii)(A) and minimum of 1 year of Customer Service Supervisory experience OR 3 years of Customer Service experience
Nice to Have
3-5 years of experience managing a group of more than 10 direct reports
Minimum 5 years of experience a processor in an Call Center environment
2-3 years of Supervisor/POC experience
Minimum 5 years of experience in Call Center operations (Intermediate knowledge is required); 7 years of related experience
Knowledgeable in SAP, CISCO, Avaya & Verint environment; able to troubleshoot issues in the ERP system
Knowledge and experience of Lean and Six Sigma Methodologies preferred but not required
Skills in reporting via Excel and Power Point presentations
Experience in automation projects is an advantage
Good communication and interpersonal skills with demonstrated ability to build strong teamwork and collaboration
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
Additional Information
Posting Date: Feb 1, 2022
Travel: No
Medtronic

Taguig City, Metro Manila
Permanent
Full-time