Supervisor, Customer Service Management

Cardinal Health is a healthcare services and products company, and they are seeking a Supervisor for their Customer Service Management team. The role involves leading and developing a team, managing daily operations, handling escalations, and ensuring high-quality customer experiences.

Responsibilities:

• Assist in recruiting, onboarding, training, and retaining qualified team members
• Provide ongoing coaching and feedback while leading with care to support employee growth and engagement
• Conduct regular one-on-one meetings with team members
• Partner with Learning & Development to identify and address training needs
• Show the way by modeling accountability, professionalism, and strong performance standards
• Coordinate and supervise daily activities of the Escalation Resolution Team
• Monitor staffing levels, schedules, and adherence to meet service expectations while striving to make it simple for both customers and employees
• Ensure compliance with company policies, procedures, and the ContinuCare Program
• Demonstrate flexibility to support coverage needs throughout customer care
• Manage escalations from intake through resolution, ensuring clear communication and timely follow-up
• Handle complex complaints directly, owning the outcome from start to finish
• Provide next-level support by taking over escalated calls when necessary
• Simplify complex issues for customers and internal partners to drive resolution and satisfaction
• Monitor team performance metrics including quality, productivity, and attendance
• Review calls and provide actionable feedback and coaching
• Analyze escalation trends and conduct root cause analysis to show the way toward improvement
• Ensure performance meets or exceeds established service levels
• Identify and track escalation and complaint trends to elevate the voice of the customer
• Partner with leadership to improve processes, remove barriers, and make it simple for teams to succeed
• Execute company initiatives and align with executive direction
• Represent company values and Cultural DNA across all interactions
• Stay current with industry trends through training and development
• Share knowledge and best practices with the team
• Encourage a culture of learning, accountability, and continuous improvement

Requirements:

• High School Diploma required
• Associate or Bachelor's degree preferred
• 2–3 years of call center customer service experience preferred
• 1–5 years of supervisory experience (preferably in a 50+ agent environment) preferred
• Strong communication and interpersonal skills preferred
• Proven ability to lead with care, resolve conflict, and build strong relationships preferred
• Detail-oriented with strong organizational skills preferred
• Proficiency in Excel, Outlook, and Windows preferred
• Experience managing team performance and metrics preferred
• Edgepark experience preferred