Customer Service Supervisor

A Day in the Life

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

Customer Service Supervisor

This position is an exciting opportunity to work with Medtronic's Diabetes business. Medtronic has announced its intention to separate the Diabetes division to promote future growth and innovation within the business and reallocate investments and resources across Medtronic, subject to applicable information and consultation requirements. This separation provides our team with a bold opportunity to unleash our potential, enabling us to operate with greater speed and agility. As a separate entity, we anticipate leveraging increased investments to drive meaningful innovation and enhance our impact on patient care.

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. 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.

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. Moreover, 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.

Responsibilities may include the following and other duties may be assigned:

• Leads maximum of 20 FTEs including 1 Team Leader
• Supervises direct reports and provides tactical and/or technical support
• Task-oriented and delivers results as per goals set for the team
• Will effectively roll out process updates and compliance to Medtronic policies
• Work collaboratively with WFM Team on real time assistance and Call Center Metrics 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)
• Provides data such as TMS, deep dive analysis, new processes to be considered on Capacity Planning and continuous improvement.

Required Knowledge and Experience:

• Bachelor's degree is required
• Minimum 5 years of experience in Call Center operations (Intermediate knowledge is required); 7 years of related experience
• Experience in managing a group of more than 10 direct reports or 2-3 years of Supervisor/POC 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

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package. A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions. Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people. We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.