Supv, Customer Service Ops Back Office

What Customer Service Operations contributes to Cardinal Health

Customer Service Operations is responsible/a catalyst for providing proactive solutions inquiry research/resolution and root cause analysis. Acting as liaisons for both internal and external customers Customer Service Operations enhances the customer experience by leveraging inbound and outbound channels.

Qualifications

Internal

• The employee has discussed the opportunity with his/her current supervisor and received approval to apply for the new role.

• The employee has been employed with Cardinal Health International Philippines Inc. for at least one (1) year and has been in the current position for at least one (1) year.

• The employee has been rated at least on target on his/her most recent performance evaluation is currently meeting performance expectations as determined by his or her current supervisor.

• The employee is not under a prescriptive period for any disciplinary action stipulated in the Employee Handbook during the application.

• The employee has no current Performance Improvement Process PIP in the previous 12 months. / Candidate should not be on PIP during the time of application.

• Must have experience handling/leading Team as Sup/ POC/ SME

External

• Proven experience in a call center environment with at least 2 years of supervisory or managerial experience

• Strong background in interaction analytics tools and techniques with a track record of utilizing insights to improve operational efficiency and customer satisfaction.

• Data-driven mindset with advanced proficiency in data analysis and reporting tools.

• Excellent leadership communication and interpersonal skills to effectively manage and motivate a diverse team.

• Familiarity with call center quality assurance practices and methodologies.

• Ability to work in a fast-paced environment multitask effectively and adapt to changing priorities.

• Willing to work US hours (EST)

What is expected of you and others at this level

• Coordinates and supervises the daily activities of operations or business support staff
• Administers and executes operational policies procedures and compliance requirements.
• Ensures employees operate within guidelines monitors and manages team performance delivers coaching and feedback and maintains adherence to quality and operational standards.
• Decisions have a direct impact on operational effectiveness customer experience and business outcomes.
• Collaborates with internal stakeholders customers and cross-functional teams to resolve issues and drive process improvements.
• Analyzes performance metrics manages escalations and identifies opportunities to improve efficiency and service delivery.
• Supports workforce planning resource allocation and continuous improvement initiatives to meet business objectives.

Candidates who are back-to-work people with disabilities without a college degree and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race religion color national origin ancestry age physical or mental disability sex sexual orientation gender identity/expression pregnancy veteran status marital status creed status with regard to public assistance genetic status or any other status protected by federal state or local law.

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Employment Type : Full-Time
Experience: years
Vacancy: 1