What are the responsibilities and job description for the Supervisor, Customer Service position at Bausch + Lomb?
Bausch Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.
Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our nearly 170-year history. We have a significant global research, development, manufacturing, and commercial footprint of approximately 12,500 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.
This position is responsible for leading and mentoring a diverse team of employees who respond to various types of consumer inquiries and provide product complaint intake. This position is also responsible for driving the overall performance of employees to achieve customer service and corporate goals. They are responsible for the daily, weekly, and monthly quality, customer service and performance metrics for their team. As the first-line supervisor to the front line, they are a critical part of our culture and employee engagement.
Responsibilities
Coaching and Developing Team (40%)
Manage a team of 5-10 employees on a day-to-day basis.
Build relationships with team by being on the floor, accessible, providing real-time feedback, monitoring performance, and conducting monthly reviews.
Conduct quality assurance through employee phone call and communication monitoring.
Deliver coaching, appraisal feedback and disciplinary action, as needed, to Agents to change or improve behaviors that balance positive customer interactions with business needs while maintaining confidentiality and respect.
Partner with Senior Agents to identify and improve performance and provide feedback to Agents.
Conduct monthly and quarterly performance meetings with each employee to discuss overall job performance.
Use incentive/recognition programs to recognize and reward top performers.
Communicate annual objectives and conduct formal mid-year and annual reviews for employees through use of Individual Development Plan.
Ensure all employees are properly trained and remain compliant inclusive with corporate compliance training, SOPs, and company policies.
Coordinate new employee training, and cross-training to support department demands.
Responsible for motivating employees through recognition and reinforcement of behaviors.
Maintain employee files and keep employee records up to date.
Address HR issues in a timely manner.
Work with HR and the leadership team to ensure adherence to all Customer Service Guidelines, Policies and Procedures.
Support succession planning by identifying high performers.
Operational Responsibilities (40%)
Handle escalated customer issues and respond to customer complaints within required timeframe.
Partner with Quality, Pharmacovigilance, Medical Information, Corporate Communications, Brand teams, and vendors.
Work with IT teams to log tickets and address team technology concerns.
Monitor daily team performance metrics to improve productivity, reduce costs and maximize overall operational efficiencies.
Analyze and review statistical reports to determine any actions needed.
Review reports and Dashboard measures to create improvement plans and highlight top performance.
Administrative Responsibilities (10%)
Proactively plan, organize, and prepare daily schedule activities (calendar, emails, voicemails, meetings).
Facilitate personnel related activities, such as coordinating with recruiting, conducting interviews, and hiring.
Conduct department, company, and customer surveys to evaluate employee satisfaction and willingness to recommend – create and implement action plans.
Approve timesheet information in accordance with payroll guidelines and cut off dates.
Meetings and Projects Responsibilities (10%)
Lead and coordinate weekly and monthly Team Meetings and assist with identifying meeting content.
Support product and program launches in accordance with sales and marketing plans.
Lead, facilitate, and serve as Subject Matter Experts (SMEs) on assigned special projects (internal and external).
Qualifications
Bachelor’s degree or 5 years Customer Service experience.
Minimum of 2 years supervisory experience.
Demonstrated ability for handling confidential information.
Demonstrated knowledge of the Company's business objectives and strategies.
Ability to provide coaching, mentorship, and disciplinary action.
Project and process management.
Strong interpersonal and relationship-building skills.
Demonstrated ability to plan, organize and manage time and workload.
Results oriented.
Customer focused.
Approachable.
Demonstrated ability to resolve conflicts.
Demonstrated ability to perform during stressful situations.
Champion of change management.
Integrity and trust.
Ability to manage a diverse team of employees.
Demonstrated sound judgment.
Proven team player.
Previous experience with a pharmaceutical or medical device company preferred.
As required by New York State's pay transparency bill, Bausch Lomb provides a good faith minimum and maximum salary range of compensation for roles that can or will be performed, in New York State. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For New York State, the range of starting annual base pay for this role is $70,000 - $80,000.
This position may be available in the following location: Rochester, NY.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.
Our Benefit Programs: https://www.bausch.com/careers/benefits/
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our nearly 170-year history. We have a significant global research, development, manufacturing, and commercial footprint of approximately 12,500 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.
This position is responsible for leading and mentoring a diverse team of employees who respond to various types of consumer inquiries and provide product complaint intake. This position is also responsible for driving the overall performance of employees to achieve customer service and corporate goals. They are responsible for the daily, weekly, and monthly quality, customer service and performance metrics for their team. As the first-line supervisor to the front line, they are a critical part of our culture and employee engagement.
Responsibilities
Coaching and Developing Team (40%)
Manage a team of 5-10 employees on a day-to-day basis.
Build relationships with team by being on the floor, accessible, providing real-time feedback, monitoring performance, and conducting monthly reviews.
Conduct quality assurance through employee phone call and communication monitoring.
Deliver coaching, appraisal feedback and disciplinary action, as needed, to Agents to change or improve behaviors that balance positive customer interactions with business needs while maintaining confidentiality and respect.
Partner with Senior Agents to identify and improve performance and provide feedback to Agents.
Conduct monthly and quarterly performance meetings with each employee to discuss overall job performance.
Use incentive/recognition programs to recognize and reward top performers.
Communicate annual objectives and conduct formal mid-year and annual reviews for employees through use of Individual Development Plan.
Ensure all employees are properly trained and remain compliant inclusive with corporate compliance training, SOPs, and company policies.
Coordinate new employee training, and cross-training to support department demands.
Responsible for motivating employees through recognition and reinforcement of behaviors.
Maintain employee files and keep employee records up to date.
Address HR issues in a timely manner.
Work with HR and the leadership team to ensure adherence to all Customer Service Guidelines, Policies and Procedures.
Support succession planning by identifying high performers.
Operational Responsibilities (40%)
Handle escalated customer issues and respond to customer complaints within required timeframe.
Partner with Quality, Pharmacovigilance, Medical Information, Corporate Communications, Brand teams, and vendors.
Work with IT teams to log tickets and address team technology concerns.
Monitor daily team performance metrics to improve productivity, reduce costs and maximize overall operational efficiencies.
Analyze and review statistical reports to determine any actions needed.
Review reports and Dashboard measures to create improvement plans and highlight top performance.
Administrative Responsibilities (10%)
Proactively plan, organize, and prepare daily schedule activities (calendar, emails, voicemails, meetings).
Facilitate personnel related activities, such as coordinating with recruiting, conducting interviews, and hiring.
Conduct department, company, and customer surveys to evaluate employee satisfaction and willingness to recommend – create and implement action plans.
Approve timesheet information in accordance with payroll guidelines and cut off dates.
Meetings and Projects Responsibilities (10%)
Lead and coordinate weekly and monthly Team Meetings and assist with identifying meeting content.
Support product and program launches in accordance with sales and marketing plans.
Lead, facilitate, and serve as Subject Matter Experts (SMEs) on assigned special projects (internal and external).
Qualifications
Bachelor’s degree or 5 years Customer Service experience.
Minimum of 2 years supervisory experience.
Demonstrated ability for handling confidential information.
Demonstrated knowledge of the Company's business objectives and strategies.
Ability to provide coaching, mentorship, and disciplinary action.
Project and process management.
Strong interpersonal and relationship-building skills.
Demonstrated ability to plan, organize and manage time and workload.
Results oriented.
Customer focused.
Approachable.
Demonstrated ability to resolve conflicts.
Demonstrated ability to perform during stressful situations.
Champion of change management.
Integrity and trust.
Ability to manage a diverse team of employees.
Demonstrated sound judgment.
Proven team player.
Previous experience with a pharmaceutical or medical device company preferred.
As required by New York State's pay transparency bill, Bausch Lomb provides a good faith minimum and maximum salary range of compensation for roles that can or will be performed, in New York State. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For New York State, the range of starting annual base pay for this role is $70,000 - $80,000.
This position may be available in the following location: Rochester, NY.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.
Our Benefit Programs: https://www.bausch.com/careers/benefits/
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Salary : $70,000 - $80,000
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