job description
Join Cardinal Health, a global leader in healthcare solutions and a Fortune 500 powerhouse. We are looking for a highly motivated and results-driven Customer Service Operations Supervisor to join our expanding team in Bonifacio Global City. In this pivotal role, you will be the bridge between our operational excellence and client satisfaction, leading a high-performing team to deliver world-class service in the healthcare industry.
As a supervisor, you will foster a culture of accountability, continuous improvement, and professional growth. You will leverage data-driven insights to optimize workflows, resolve complex escalated issues, and ensure adherence to rigorous quality standards. If you are passionate about people leadership and thrive in a fast-paced, high-impact environment, this is the opportunity to elevate your career with a company that truly makes a difference in global healthcare.
Responsibility
- Lead, mentor, and coach a team of customer service representatives to meet and exceed operational KPIs.
- Analyze daily operational metrics to identify performance gaps and implement actionable improvement strategies.
- Manage escalated customer concerns, providing professional resolutions that align with company policies and healthcare compliance standards.
- Coordinate with cross-functional departments to streamline service processes and enhance the overall customer journey.
- Conduct regular performance reviews and provide constructive feedback to foster team development.
- Monitor and ensure strict adherence to internal quality assurance protocols and service level agreements (SLAs).
- Prepare and present performance reports to senior management, highlighting trends and operational successes.
Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 3+ years of leadership experience in a BPO, call center, or customer operations environment.
- Proven track record in managing team performance and driving operational efficiency.
- Strong problem-solving skills with the ability to handle high-pressure situations professionally.
- Excellent verbal and written communication skills in English.
- Proficiency in CRM software and MS Office Suite (specifically Excel for data reporting).
- Flexibility to work in shifting schedules, including night shifts if required by business needs.
- Prior experience in the healthcare or pharmaceutical industry is highly preferred.