MPB Acute Customer Service Supervisor chez McKesson

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

The MPB Customer Service Supervisor is a proven leader responsible for guiding and directing the
productivity and behavior of Customer Service professionals. The Supervisor will ensure effortless
customer service is delivered by achieving customer satisfaction and loyalty. The Supervisor will provide coaching and reporting to assist the team in meeting key performance metrics of the department. In addition, the Supervisor will partner with key stakeholders to ensure all needs of the customers are met.

Key Responsibilities

• Coach, develop and provide performance oversight of front-line Customer Service representatives

• Manage and meet / exceed key performance indicators

• Foster a positive work culture while building strong employee engagement

• Drive effective change management

• Create positive customer experience results focused on reducing customer effort

• Partner with key stakeholders to ensure Service needs for the MPB customer segment are met

Schedule

Must have work schedule flexibility, Monday through Friday between the hours of 6AM and 9PM CT.

Location

Candidates must live within a 75 mile distance of LaVergne, TN office.

Minimum Requirement
Typically requires 3+ years of subject matter experience including exhibiting leadership capabilities.

Education
2-year degree in business or related field or equivalent experience

Critical Skills

• 2+ years customer service experience and demonstrated leadership skills

• 3+ years of professional experience

• Demonstrated ability to create real-time learning opportunities out of everyday scenarios.

• Excellent and effective business communication skills both verbally and in writing; focus on clear, honest and consistent feedback; willing to have difficult conversations if needed

• Experience coaching, mentoring, leading and motivating others to meet high performance standards and expectations; demonstrated employee engagement skills

• Proficiency in MS Office including Excel, Word, PowerPoint and Outlook

• Strong ability to problem solve and develop solutions that will move the team and business forward

Additional Skills

• Working knowledge of customer service policies, practices and systems

• Verint, SAP and CRM experience preferred, CTI, and Salesforce.com experience a plus

• Additional knowledge of other McKesson business units a plus.

• Demonstrated organization and time management skills

• Commitment to external and internal customer satisfaction

• Excellent interpersonal skills especially in conflict resolution

Physical Requirements

• General office demands

• Call center environment

Candidates must be authorized to work in USA. Sponsorship is not available for this role.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!