Supervisor, Customer Service Management

Cardinal Health

4d•Onsite

About The Position

This role involves supervising and coordinating the daily operations of the Escalation Resolution Team. The Supervisor will be responsible for team leadership, operational management, customer experience, performance monitoring, and process improvement. The ideal candidate will lead with care, make things simple, own the outcome, and show the way by modeling strong leadership and driving continuous improvement. This position requires a customer-first approach and adherence to company values and cultural DNA principles.

Requirements

High School Diploma required
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

Nice To Haves

Associate or Bachelor’s degree preferred
Model customer first approach and cultural DNA principles with all parts of your role.
Supervise and coordinate daily operations of escalation support staff
Adhere to policies, procedures, and quality standards
Engage with employees, customers, and leadership to resolve issues
Conduct root cause analysis and problem resolution in alignment with own the outcome
Own team performance across key metrics (quality, productivity, attendance, training completion)
Deliver high-level communication on escalations and performance insights
Drive accountability and continuous improvement across the team
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 processes
Owns the Outcome – takes accountability for results and ensures issues are fully resolved
Shows the Way – models strong leadership, drives performance, and inspires continuous improvement
Champions the voice of the customer
Thrives in high-pressure, customer-focused environments
Demonstrates critical thinking and problem-solving skills
Uses data to drive decisions and improvements

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.
Model 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.
Ensure compliance with company policies, procedures, and the ContinuCare Program.
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.
Take 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.