Your Role at BaxterAs a Customer Care Supervisor, you will provide leadership and direction for a customer service team supporting healthcare customers and internal business partners. You will oversee daily contact center operations, ensure service levels and quality standards are achieved, and create an environment where employees can thrive and perform at their best. Through coaching, workforce planning, continuous improvement initiatives, and cross-functional collaboration, you will help strengthen the customer experience while driving operational efficiency and team performance.
Success in this role requires a balance of people leadership, analytical thinking, and customer-focused decision-making. You will partner with teams across Supply Chain, Commercial Operations, Sales, Marketing, and Customer Support to identify opportunities for improvement and implement solutions that enhance customer satisfaction and business outcomes.
What You'll Be Doing- Lead daily customer care operations to achieve service level commitments, workload targets, quality expectations, and customer satisfaction goals.
- Coach, develop, and inspire a team of customer service professionals through regular feedback, performance discussions, and individualized development plans.
- Analyze operational performance metrics, customer feedback, Net Promoter Score (NPS) results, and service trends to identify opportunities for process improvements and enhanced customer experiences.
- Resolve complex customer inquiries and escalations, ensuring timely issue resolution while maintaining strong customer relationships.
- Partner with Workforce Management and cross-functional teams to optimize staffing plans, resource allocation, and operational readiness.
- Drive continuous improvement initiatives by evaluating workflows, identifying root causes of service challenges, and implementing sustainable solutions.
- Collaborate with internal stakeholders across Supply Chain, Sales, Marketing, Accounts Receivable, and Commercial teams to support business objectives and deliver seamless customer support.
What You'll BringRequired Qualifications- Bachelors degree
- 4+ years of experience in contact center operations, customer service leadership, or customer support management.
- 4+ years of experience leading and developing employees, including performance management, coaching, and employee engagement.
- Experience monitoring operational performance metrics, workforce planning, service level agreements (SLAs), and key performance indicators (KPIs).
- Strong analytical and problem-solving skills with the ability to identify trends, evaluate data, and implement effective solutions.
- Excellent communication, presentation, and relationship-building skills with the ability to collaborate across multiple business functions.
- Demonstrated ability to lead change, build high-performing teams, and foster a positive, inclusive work environment.
Preferred Qualifications- Experience leading customer service or contact center teams within a healthcare, medical device, pharmaceutical, consumer healthcare, or related regulated industry.
- Knowledge of customer experience programs, quality monitoring practices, and continuous improvement methodologies.
- Familiarity with workforce management tools, contact center technology platforms, and performance reporting systems.
We understand that compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated salary range for this position is
$77,760.00 - $116,640.00 CAD annually, which reflects base salary as well as estimated target payout under the Management Incentive Compensation Plan. Individual pay will be determined based upon skills, expertise and experience, and the incentive, which is contingent upon company and individual performance outcomes. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.
This posting is for a current existing vacancy within our organization. We are actively seeking qualified candidates to fill this open position. If you are interviewed for this position, we will advise you within 45 days of the interview as to whether or not you were successful in obtaining the position. Information submitted as part of the job application process will be kept on file for 3 years from the date of submission in accordance with legislative requirements.
As part of our recruitment process, Baxter Corporation may use AI tools to assist screening candidates and assist in evaluating candidate qualifications. All final hiring decisions are made by the hiring manager and recruitment team
