Careers that Change Lives

　　Bring your talents to an industry leader in medical technology and healthcare solutions – we’re a market leader and growing every day. You can be proud to sell medical technologies that are rooted in our long history of mission-driven innovation. Our expanding portfolio delivers measurable clinical and economic value – and opens doors. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare. Join us for a career in sales that changes lives.

　　A Day in the Life

　　The Customer Service Supervisor role is a Tier 2 process expert, possessing good level of leadership competencies, basic business acumen, a champion of the Medtronic Mindset culture and a consistent driver of Operational Excellence. Will primarily act as a process lead with 30% strategic responsibilities where he/she will execute deliverables in order to sustain a high-performing and motivating work culture in the Manila Shared Service team for Manila Tech Support.

　　One of the critical responsibilities of a Customer Service Supervisor is to maintain the day-to-day operations of the process managed, manage workload distribution and maintain the acceptable levels of KPIs and SLA of the team. He/she is responsible to manage the daily staffing level and set-up a robust back up system in times of unprecedented situations. Moreover, will be responsible to mine ideas that can be translated to process improvement opportunities. He/she is responsible for setting up a regular avenue to gather problem solving opportunities that will impact the work routines of the team and execute Just Do-It initiatives that will generate quick wins for the team.

　　Key Responsibilities:

　　Leads maximum of 20 FTEs including 1 Team Leader

　　Supervises direct reports and provides tactical and/or technical support

　　Task-oriented and delivers results as per goals set for the team

　　Will effectively roll out process updates and compliance to Medtronic policies

　　Work collaboratively with WFM Team on real time assistance and Call Center Metrics management

　　Provides the highest level of Customer Service, internally and externally, concerning the service offerings in Manila Shared Services team for Manila Tech Support (i.e., Tech Support, call center management, belt clip, Solutions, Patient Outreach, or any other Businesses and Services within his or her areas of responsibility)

　　Provides data such as TMS, deep dive analysis, new processes to be considered on Capacity Planning and continuous improvement.

　　Must Have: Minimum Requirements

　　Bachelor’s degree is required

　　Minimum 5 years of experience in Call Center operations (Intermediate knowledge is required); 7 years of related experience

　　Your Profile

　　Experience in managing a group of more than 10 direct reports or 2-3 years of Supervisor/POC experience

　　Knowledgeable in SAP, CISCO, Avaya & Verint environment; able to troubleshoot issues in the ERP system

　　Knowledge and experience of Lean and Six Sigma Methodologies preferred but not required

　　Skills in reporting via Excel and Power Point presentations

　　Experience in automation projects is an advantage

　　Good communication and interpersonal skills with demonstrated ability to build strong teamwork and collaboration

　　About Medtronic Philippines

　　Established in 2015, Medtronic Philippines is committed to best-in-class patient and customer experience by delivering capacity, scalability, sustainable productivity levels and innovative solutions to our stakeholders, patients and customers. The establishment has over 450 employees on-site with more than 60% being female employees

　　What We Offer

　　We recognize the personal worth of employees by providing an employment framework that allows personal satisfaction in work accomplished, security, advancement opportunity, and means to share in the company's success. We believe in rewarding our staff with a complete package of benefits designed to support them at every career and life stage. As a result, our employees have access to the following benefits, to name a few:

　　Our global well-being program supports your physical, emotional, social and financial well-being.

　　Medtronic Employee Assistance Program offers confidential support and resources to build and enhance employee and organizational resilience, productivity, teamwork and psychologically healthy workplaces.

　　Various insurance benefits include Inpatient and Outpatient Medical Insurance, Life, Disability and Accident Insurance.

　　We have generous employee referral programs, employees stock purchase plan, leave benefits, and more!

　　Physical Job Requirements

　　The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

　　It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.