Manager II- Call Center
Every day, Baxter touches the lives of millions of patients and providers worldwide who rely on our essential hospital and renal products and services. You’ll find Baxter’s products and therapies on nearly every floor, in almost every hospital worldwide, in clinics and in the home. Baxter’s employees are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care. Our commitment to our mission means we are there when patients and healthcare professionals need us, during the critical moments that matter most.
Baxter provides a broad portfolio of essential renal and hospital products, including home, acute and in-center dialysis; sterile IV solutions; infusion systems and devices; parenteral nutrition; surgery products and anesthetics; and pharmacy automation, software and services.
The company’s global footprint and the critical nature of its products and services play a key role in expanding access to healthcare in emerging and developed countries. Baxter’s employees worldwide are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care.
Manage and oversee order processing, order support activities, and distribution and transportation processes associated with our 3rd party logistics provider across US Renal business.
Leads hiring and development of Order Fulfillment Supervisors and motivates continued ability to meet/exceed service, quality, cost and budget targets.
Accountable for working with supervisors and front line specialists to attain the team’s service, quality and productivity goals.
Coach, mentor manage and develop supervisors in performance management and developmental initiatives to assist with personal and organizational growth. Administers employee performance and salary reviews and facilitates the formation and implementation of employee development plans.
Work closely with the Senior Operations Analyst and Order Fulfillment supervisors to measure, monitor and forecast resources in the organization resource plan and make appropriate adjustments to optimally balance the resources within the department for purposes of meeting the organization’s key performance indicators.
The manager is accountable for working with the supervisors and frontline specialists to achieve service, quality and productivity goals though employee staffing and development, developing and executing process control and process improvement initiatives, performing root cause analyses, assisting in proactive development of business/market specific strategies and in developing and deploying system enhancements.
Responsible for managing all aspects of product related operational impacts (e.g., supply disruptions, product allocations, product discontinuations, launches, conversions, etc.) working with the business units, manufacturing various supply chain functions areas. Assist with the development and operational deployment of business/market strategies.
Work with the Support and Leadership team members of Training and Development and supervisors to drive standardization of processes as well as service, quality and cost improvement initiatives across the organization.
Accountable for developing, executing and continuously improving the efficiency and performance of the office support team through ERP systems enhancements, Pharmacy compliance initiatives and process enhancements, leadership of special projects, employee skill verification processes and focused development initiatives for skill and core competency enhancement.
Build and maintain internal and external relationships across the Supply Chain and Baxter businesses to carry out responsibilities and identify best practices that can be instituted throughout the organization.
A deep understanding and passion for customer experience and satisfaction.
This position requires a proven self-starter who demonstrates strong leadership, communication and interpersonal skills, and thrives within a fast-paced working environment.
Prior operational management experience leading front line teams and/or supervisors in healthcare is sought. Must demonstrate the ability to drive results through others.
Individual should have significant cross-functional Supply Chain/Operational expertise, or Sales/Marketing experience, along with strong business acumen and project management skills. Strong analytical skills and a proven track record for identifying and solving problems in a matrix environment is necessary.
Demonstrates a collaborative decision-making approach.
Possesses the capabilities to manage and lead projects that may require working with Finance and other departments to develop necessary business cases. Solid project management skills with the ability to plan, lead and execute on projects.
Ability to coach and mentor staff leading projects that range from the simple or medium in size to more strategic and complex.
Working knowledge of cross-functional business operations with the ability to identify alternatives to existing business processes.
Strong communication skills with an ability to deliver key presentations, facilitate meetings and communicate expeditiously on critical escalated issues in a professional manner to Senior Management.
Possesses a solid analytical ability with advanced problem-solving skills and a strong competency in assisting teams with the triage of major issues.
Solid organizational skills with the ability to prioritize, multitask, meet deadlines and deliver on commitments.
Results-oriented with a disciplined approach to driving to fact-based decisions.
Expertise in JD Edwards Order Management systems (ERP systems, call center technology (CIC), Windows based applications required.
Prior supervisory experience required.
Bachelor’s degree and 5-8 years related job experience required.
Advanced degree desired.
Equal Employment Opportunity
Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please send an e-mail to Americas_TTA@baxter.com and let us know the nature of your request along with your contact information.