This is where your work makes a difference. At Baxter, we believe every person—regardless of who they are or where they are from—deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job—you will find purpose and pride.

Your Role at Baxter

As a Customer Care Supervisor, you will provide leadership and direction for a customer service team supporting healthcare customers and internal business partners. You will oversee daily contact center operations, ensure service levels and quality standards are achieved, and create an environment where employees can thrive and perform at their best. Through coaching, workforce planning, continuous improvement initiatives, and cross-functional collaboration, you will help strengthen the customer experience while driving operational efficiency and team performance. Success in this role requires a balance of people leadership, analytical thinking, and customer-focused decision-making. You will partner with teams across Supply Chain, Commercial Operations, Sales, Marketing, and Customer Support to identify opportunities for improvement and implement solutions that enhance customer satisfaction and business outcomes.

What You'll Be Doing





- Lead daily customer care operations to achieve service level commitments, workload targets, quality expectations, and customer satisfaction goals.
- Coach, develop, and inspire a team of customer service professionals through regular feedback, performance discussions, and individualized development plans.
- Analyze operational performance metrics, customer feedback, Net Promoter Score (NPS) results, and service trends to identify opportunities for process improvements and enhanced customer experiences.
- Resolve complex customer inquiries and escalations, ensuring timely issue resolution while maintaining strong customer relationships.
- Partner with Workforce Management and cross-functional teams to optimize staffing plans, resource allocation, and operational readiness.
- Drive continuous improvement initiatives by evaluating workflows, identifying root causes of service challenges, and implementing sustainable solutions.
- Collaborate with internal stakeholders across Supply Chain, Sales, Marketing, Accounts Receivable, and Commercial teams to support business objectives and deliver seamless customer support.

What You'll Bring

Required Qualifications

- Bachelors degree
- 4+ years of experience in contact center operations, customer service leadership, or customer support management.
- 4+ years of experience leading and developing employees, including performance management, coaching,



and employee engagement.
- Experience monitoring operational performance metrics, workforce planning, service level agreements (SLAs), and key performance indicators (KPIs).
- Strong analytical and problem-solving skills with the ability to identify trends, evaluate data, and implement effective solutions.
- Excellent communication, presentation, and relationship-building skills with the ability to collaborate across multiple business functions.
- Demonstrated ability to lead change, build high-performing teams, and foster a positive, inclusive work environment.

Preferred Qualifications

- Experience leading customer service or contact center teams within a healthcare, medical device, pharmaceutical, consumer healthcare, or related regulated industry.
- Knowledge of customer experience programs, quality monitoring practices, and continuous improvement methodologies.
- Familiarity with workforce management tools, contact center technology platforms, and performance reporting systems.

We understand that compensation is an significant factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated salary range for this position is $77,760.00 - $116,640.00 CAD annually, which reflects base salary as well as estimated target payout under the Management Incentive Compensation Plan. Individual pay will be determined based upon skills, expertise and experience, and the incentive, which is contingent upon company and individual performance outcomes.

This posting is for a current existing vacancy within our organiza

📌 Customer Service Supervisor (Mississauga)
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📍 Mississauga