Senior Supervisor, Customer Service

Edwards Lifesciences is the global leader in patient-focused medical innovations for structural heart disease, as well as critical care and surgical monitoring. Driven by a passion to help patients, the company collaborates with the world’s leading clinicians and researchers to address unmet healthcare needs, working to improve patient outcomes and enhance lives. Headquartered in Irvine, California, Edwards Lifesciences has extensive operations in North America, Europe, Japan, Latin America and Asia and currently employs more than 10,000 people worldwide.This role is responsible for the daily supervision and guidance of our high performing Customer Service team. In this role, you will develop talent and lead a team through day-to-day operations, set and achieve service goals, and partner with key stakeholders to ensure Customer Service is delivering exceptional proactive support.As the Supervisor, you will become an expert in the details of your team’s day to day responsibilities, including being a super-user of our ERP, Case Management System, and Contact Center software. You will provide leadership to ensure the highest levels of quality, service, performance, and efficiency standards are implemented and maintained within your team. Additionally, you will train and develop your team to successfully perform their duties to advance our proactive customer service mindset. You will also collaborate with management to ensure team alignment with overall department goals and objectives. In this dynamic role, you will influence, motivate, and lead a team to drive change within our organization as we continue to advance our customer service capabilities.The ideal candidate must have demonstrated excellence in customer service and previous supervisory experience with a passion for leadership, change and digital technology transformation. Strong communication and the ability to lead, influence, drive excellence and motivate a highly engaged team is essential. In addition, someone who has a process-improvement mindset, is well-organized, reliable and results oriented will also be successful in this role.As one of the leaders of the Edwards Customer Service Call Center, you and your team must exemplify the Edwards culture.Work Schedule: Position is remote, candidate can reside anywhere in the United States.Key Responsibilities :Manages 14+ team members (hiring, performance development/management)

Performs call quality audits, tracks performance via a scorecard and provides timely feedback to agents

Responsible for delivering exceptional customer service, including open channels of communication, prompt response to inquiries and requests, and timely accurate results that meet client specifications

Drives Case Management Solutions and telephony requirements for the Customer Service team, with focus on enhancements for continued scalability

Responds to requests for Supervisor Escalations by phone and Case Management Solution

Develops and manages the new employee training materials and facilitates the onboarding process of new hires with high level of attention to detail

Ensures that staff is properly trained and supervised to timely and accurately execute processing needs in compliance with performance and regulatory standards

Establishes Performance Management Objectives (PMO’s) and ensures team is held accountable for meeting goals

Promotes continuous improvement by documenting processes, assigning roles & responsibilities, and measuring results

Takes initiative and actively participates in broader business initiatives that contribute to service excellence

Utilizes planning, prioritizing, and organizational skills to effectively deploy the resources, tools, and processes necessary to achieve business objectives

Cultivates positive relationships with customers through direct interaction and by achieving positive customer satisfaction results

Other duties as assigned

Supervisory Responsibilities:Actively manages quality assurance: live call monitoring, drop-ins, call trends

Completes monthly performance reports and 1:1 meeting with agents

Conduct performance reviews, including resolving performance issues

Track time through timecard corrections and approvals; monitor schedule adherence and work with management to ensure agent schedules meet capacity and needs of the business

Serves as a point of escalation for calls requiring a higher degree of expertise or discretion to resolve customer issues

Basiq Qualifications:Bachelor's degree

Minimum 3 year of using call routing, IVR or Case Management Systems related technology to manage goals and targets

Minimum 3 year of experience in lead role position in a customer service high call volume environment

Preferred Qualifications:Master’s degree

Experience working in a medical device industry, preferred

Salesforce or similar case management experience

For Colorado Residents Only:Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.The base pay range for this position is $90,000 to $105,000.Additional information can be found through the link below:https://www.edwards.com/careers/benefitsEdwards is an Equal Opportunity/Affirmative Action employer including protected Veterans and individuals with disabilities.Edwards is committed to complying with the requirements and guidance from our government authorities and to protecting our vulnerable patients and the healthcare providers who are treating them around the world. As such, all Healthcare Interacting positions require COVID-19 vaccination, which includes anyone who directly interfaces with patients and those who interact with healthcare providers as part of their role. If hired, as a condition of employment, you will be required to submit proof that you have been fully vaccinated for COVID-19 or have a valid religious or medical exemption from being vaccinated.