Key Accountabilities

Team Leadership & Development

• Assist in recruiting, onboarding, training, and retaining qualified team members
• Provide ongoing coaching and feedback while leading with care to support employee growth and engagement
• Conduct regular one-on-one meetings with team members
• Partner with Learning & Development to identify and address training needs
• Show the way by modeling accountability, professionalism, and strong performance standards

Operational Management

• Coordinate and supervise daily activities of the Escalation Resolution Team
• Monitor staffing levels, schedules, and adherence to meet service expectations while striving to make it simple for both customers and employees
• Ensure compliance with company policies, procedures, and the ContinuCare Program
• Demonstrate flexibility to support coverage needs throughout customer care

Customer Experience & Escalation Handling

• Manage escalations from intake through resolution, ensuring clear communication and timely follow-up
• Handle complex complaints directly, owning the outcome from start to finish
• Provide next-level support by taking over escalated calls when necessary
• Simplify complex issues for customers and internal partners to drive resolution and satisfaction

Performance Monitoring & Reporting

• Monitor team performance metrics including quality, productivity, and attendance
• Review calls and provide actionable feedback and coaching
• Analyze escalation trends and conduct root cause analysis to show the way toward improvement
• Ensure performance meets or exceeds established service levels
• Process Improvement & Collaboration

Identify and track escalation and complaint trends to elevate the voice of the customer

• Partner with leadership to improve processes, remove barriers, and make it simple for teams to succeed
• Execute company initiatives and align with executive direction
• Represent company values and Cultural DNA across all interactions
• Professional Development
• Stay current with industry trends through training and development
• Share knowledge and best practices with the team
• Encourage a culture of learning, accountability, and continuous improvement

Qualifications

• High School Diploma required; Associate or Bachelors degree preferred
• 23 years of call center customer service experience preferred
• 15 years of supervisory experience (preferably in a 50+ agent environment) preferred
• Strong communication and interpersonal skills preferred
• Proven ability to lead with care, resolve conflict, and build strong relationships preferred
• Detail-oriented with strong organizational skills preferred
• Proficiency in Excel, Outlook, and Windows preferred
• Experience managing team performance and metrics preferred
• Edgepark experience preferred preferred

What is Expected at This Level

• Model customer first approach and cultural DNA principles with all parts of your role.
• Supervise and coordinate daily operations of escalation support staff
• Adhere to policies, procedures, and quality standards
• Engage with employees, customers, and leadership to resolve issues
• Conduct root cause analysis and problem resolution in alignment with own the outcome
• Own team performance across key metrics (quality, productivity, attendance, training completion)
• Deliver high-level communication on escalations and performance insights
• Drive accountability and continuous improvement across the team

Success Profile

The ideal candidate is a strong leader who:

• Leads with Care builds trust by putting the customer at the center of all they do and coach to, supports team members, and delivers empathetic customer experiences and upholds their responsibility to do the right thing and look out for others.
• Makes it Simple removes complexity, communicates clearly, and improves processes
• Owns the Outcome takes accountability for results and ensures issues are fully resolved
• Shows the Way models strong leadership, drives performance, and inspires continuous improvement
• Champions the voice of the customer
• Thrives in high-pressure, customer-focused environments
• Demonstrates critical thinking and problem-solving skills
• Uses data to drive decisions and improvements

Anticipated Salary Range:$67,500 - $96,300

Bonus eligible:No

Benefits:Cardinal Health offers a wide variety of benefits and programs to support health and well-being.

• Medical, dental and vision coverage

• Paid time off plan

• Health savings account (HSA)

• 401k savings plan

• Access to wages before pay day with myFlexPay

• Flexible spending accounts (FSAs)

• Short- and long-term disability coverage

• Work-Life resources

• Paid parental leave

• Healthy lifestyle programs

Application window anticipated to close:05/13/2026 *if interested in opportunity, please submit application as soon as possible.

The Salary range listed is an estimate. Pay at Cardinal Health is determined by multiple factors including, but not limited to, a candidates geographical location, relevant education, experience and skills and an evaluation of internal pay equity.

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.