Supervisor, Performance Monitoring

What Performance Monitoring contributes to Cardinal Health
Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.

** Internal candidates have to be in a P2, P3/M1 role for a minimum of 1 year to be eligible to apply for this position.

• Internals in a P2 role should be under the Performance Monitoring group.

• Bachelor's degree in a relevant field or equivalent work experience

• Proven experience in a call center environment, with at least 2 years of supervisory or managerial experience (for external applicants).

• Strong background in interaction analytics tools and techniques, with a track record of utilizing insights to improve operational efficiency and customer satisfaction.

• Data-driven mindset with advanced proficiency in data analysis and reporting tools.

• Excellent leadership, communication, and interpersonal skills to effectively manage and motivate a diverse team.

• Familiarity with call center quality assurance practices and methodologies.

• Ability to work in a fast-paced environment, multitask effectively, and adapt to changing priorities.

• Experience using Verint, preferred

• Willing to work US hours (EST)

What is expected of you and others at this level

• Manages department operations and supervises professional employees and/or business support staff on projects of moderate scope and complexity

• Participates in the development of policies and procedures to achieve specific goals

• Ensures employees operate within guidelines

• Decisions have a short term impact on work processes, outcomes, and customers

• Interacts with subordinates, peer customers and suppliers at various management levels, may also interact with senior management (interactions normally involve resolution of issues related to operations and/or projects)

• Gains consensus from various parties involved

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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