Call Center Supervisor - Cardiac Diagnostics

Additional Location(s): N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the role:

Supervises the operations within the Customer Contact Center with responsibility for implementing processes and systems that produce high quality customer service in the most cost effective manner. Responsible for leading, coaching and developing the team members in the Customer Service department. Develops and maintains strong working relationships with external and internal customers to ensure excellent service levels.

Work Mode:

At Boston Scientific, we value collaboration and synergy. This role follows an onsite work model requiring employees to be in our local office.

Visa Sponsorship:

Boston Scientific will not offer sponsorship or take over sponsorship of an employment visa for this position at this time.

Your responsibilities will include:

• Develops direct reports by assessing knowledge, skills and abilities; securing appropriate training to address training needs; assigning progressively challenging tasks; applying progressive disciplinary action as needed and conducting formal written and verbal performance reviews on the basis of pre-determined objectives and performance information obtained from multiple sources.
• Makes day-to-day operation decisions by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.
• Oversees area activities by providing direct supervision to personnel (e.g. daily inspections, quality monitoring, trouble-shooting, mediating conflicts, resolving conflicting work priorities and formulating corrective actions) to ensure the timely effective completion of tasks and alignment of area and company goals and objectives.
• Develops and maintains work schedules for department by assessing priorities, workload, and available resources to ensure that service levels are met.
• Champion consistency on Customer Contact Center processes throughout team.
• Provide guidance and/or training on business and system processes.
• Propose changes and participates in implementation activities to improve quality and increase efficiency.

Required qualifications:

• High school diploma or equivalent
• Minimum of 2 years' experience in customer service
• Strong leadership and interpersonal skills with demonstrated ability to coach and motivate teams
• Proficiency in CRM and workforce management tools (e.g., Salesforce, NICE, Avaya)
• Knowledge of HIPAA and healthcare compliance regulations
• Ability to work flexible shifts, including evenings, weekends, and holidays as needed
• Excellent problem-solving, conflict resolution, and communication abilities

Preferred qualifications:

• Bachelor's degree
• Prior experience in a supervisory or leadership role
• Experience in healthcare, diagnostics, or a regulated call center environment strongly preferred
• Strong data analysis and performance reporting capabilities
• Calm under pressure with an emotionally intelligent leadership approach
• Committed to Boston Scientific’s mission to advance science for life

Requisition ID: 616533

Minimum Salary: $ 55400

Maximum Salary: $ 105300

The anticipated compensation listed above and the value of core and optional employee benefits offered by Boston Scientific (BSC) – see will vary based on actual location of the position and other pertinent factors considered in determining actual compensation for the role. Compensation will be commensurate with demonstrable level of experience and training, pertinent education including licensure and certifications, among other relevant business or organizational needs. At BSC, it is not typical for an individual to be hired near the bottom or top of the anticipated salary range listed above.

Compensation for non-exempt (hourly), non-sales roles may also include variable compensation from time to time (e.g., any overtime and shift differential) and annual bonus target (subject to plan eligibility and other requirements).

Compensation for exempt, non-sales roles may also include variable compensation, i.e., annual bonus target and long-term incentives (subject to plan eligibility and other requirements).

For MA positions : It is unlawful to require or administer a lie detector test for employment. Violators are subject to criminal penalties and civil liability.

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. 

Boston Scientific Corporation has been and will continue to be an equal opportunity employer. To ensure full implementation of its equal employment policy, the Company will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.

Please be advised that certain US based positions, including without limitation field sales and service positions that call on hospitals and/or health care centers, require acceptable proof of COVID-19 vaccination status. Candidates will be notified during the interview and selection process if the role(s) for which they have applied require proof of vaccination as a condition of employment. Boston Scientific continues to evaluate its policies and protocols regarding the COVID-19 vaccine and will comply with all applicable state and federal law and healthcare credentialing requirements. As employees of the Company, you will be expected to meet the ongoing requirements for your roles, including any new requirements, should the Company’s policies or protocols change with regard to COVID-19 vaccination.

Among other requirements, Boston Scientific maintains specific prohibited substance test requirements for safety-sensitive positions. This role is deemed safety-sensitive and, as such, candidates will be subject to a prohibited substance test as a requirement. The goal of the prohibited substance testing is to increase workplace safety in compliance with the applicable law.