Supervisor, Customer Service Management

Key AccountabilitiesTeam Leadership & DevelopmentAssist in recruiting, onboarding, training, and retaining qualified team membersProvide ongoing coaching and feedback while leading with care to support employee growth and engagementConduct regular one-on-one meetings with team membersPartner with Learning & Development to identify and address training needsShow the way by modeling accountability, professionalism, and strong performance standardsOperational ManagementCoordinate and supervise daily activities of the Escalation Resolution TeamMonitor staffing levels, schedules, and adherence to meet service expectations while striving to make it simple for both customers and employeesEnsure compliance with company policies, procedures, and the ContinuCare ProgramDemonstrate flexibility to support coverage needs throughout customer careCustomer Experience & Escalation HandlingManage escalations from intake through resolution, ensuring clear communication and timely follow-upHandle complex complaints directly, owning the outcome from start to finishProvide next-level support by taking over escalated calls when necessarySimplify complex issues for customers and internal partners to drive resolution and satisfactionPerformance Monitoring & ReportingMonitor team performance metrics including quality, productivity, and attendanceReview calls and provide actionable feedback and coachingAnalyze escalation trends and conduct root cause analysis to show the way toward improvementEnsure performance meets or exceeds established service levelsProcess Improvement & CollaborationIdentify and track escalation and complaint trends to elevate the voice of the customerPartner with leadership to improve processes, remove barriers, and make it simple for teams to succeedExecute company initiatives and align with executive directionRepresent company values and Cultural DNA across all interactionsProfessional DevelopmentStay current with industry trends through training and developmentShare knowledge and best practices with the teamEncourage a culture of learning, accountability, and continuous improvementQualificationsHigh School Diploma required; Associate or Bachelor's degree preferred2-3 years of call center customer service experience preferred1-5 years of supervisory experience (preferably in a 50+ agent environment) preferredStrong communication and interpersonal skills preferredProven ability to lead with care, resolve conflict, and build strong relationships preferredDetail-oriented with strong organizational skills preferredProficiency in Excel, Outlook, and Windows preferredExperience managing team performance and metrics preferredEdgepark experience preferred preferredWhat is Expected at This LevelModel customer first approach and cultural DNA principles with all parts of your role.Supervise and coordinate daily operations of escalation support staffAdhere to policies, procedures, and quality standardsEngage with employees, customers, and leadership to resolve issuesConduct root cause analysis and problem resolution in alignment with own the outcomeOwn team performance across key metrics (quality, productivity, attendance, training completion)Deliver high-level communication on escalations and performance insightsDrive accountability and continuous improvement across the teamSuccess ProfileThe ideal candidate is a strong leader who:Leads with Care builds trust by putting the customer at the center of all they do and coach to, supports team members, and delivers empathetic customer experiences and upholds their responsibility to do the right thing and look out for others.Makes it Simple removes complexity, communicates clearly, and improves processesOwns the Outcome takes accountability for results and ensures issues are fully resolvedShows the Way models strong leadership, drives performance, and inspires continuous improvementChampions the voice of the customerThrives in high-pressure, customer-focused environmentsDemonstrates critical thinking and problem-solving skillsUses data to drive decisions and improvementsAnticipated Salary Range: $67,500 - $96,300Bonus eligible: NoBenefits: Cardinal Health offers a wide variety of benefits and programs to support health and well-being.Medical, dental and vision coveragePaid time off planHealth savings account (HSA)401k savings planAccess to wages before pay day with myFlexPayFlexible spending accounts (FSAs)Short- and long-term disability coverageWork-Life resourcesPaid parental leaveHealthy lifestyle programsApplication window anticipated to close: 05/13/2026 *if interested in opportunity, please submit application as soon as possible.The Salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidate's geographical location, relevant education, experience and skills and an evaluation of internal pay equity.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 EqualOpportunity/AffirmativeAction 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.To read and review this privacy notice click here (https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)