McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

As the supervisor of the Back Office Support team, you will play a crucial role in overseeing and guiding a group of representatives. Your primary responsibilities will include recruiting talented individuals, mentoring and developing employees, and fostering an environment that promotes positive collaboration and independence. By encouraging and empowering your team members, you will ensure that they consistently deliver top-quality service to both internal and external customers. In addition, you will be responsible for monitoring the effectiveness of systems and processes, ensuring accurate reporting, and optimizing the use of available resources. Your expertise will be essential in maintaining efficient operations and driving continuous improvement within the Back Office Support department. Furthermore, you will serve as a professional and effective interface between the team and various stakeholders, including internal departments and external partners. Overall, as the supervisor of the Back Office Support team, you will have the opportunity to make a significant impact on the success of the organization by cultivating a motivated and high-performing team, optimizing processes, and fostering strong relationships with stakeholders.

Work schedule flexibility Monday through Friday, between the hours of 5AM and 8PM, may also require some weekend work in emergency situations

Key Responsibilities

• Responsible for human resource objectives by recruiting, selecting, onboarding, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Schedule and facilitate regular team, and one-on-one monthly meetings with direct reports. Responsible for documenting and logging interactions in Verint
• Participate in leadership communication meetings as mandated
• Maintain timekeeping and personal records
• Supervises team members who perform either a single task, or multiple but closely related tasks
• Assisting representatives with developing and aligning individual goals, development plans alongside organizational strategic priorities
• Conduct performance evaluations according to established systems and policies
• Responsible for managing agent work schedules, PTO and balancing work volume across the team to ensure processing is complete within SLA daily
• Decisions and problem-solving are guided by policies, procedures, and business plans; receives guidance and oversight from manager
• Interacts daily with functional peer groups and directs manager to ensure completion of activities
• Responsible for reviewing data for direct reports to determine customer service outputs, as well as maintaining accurate records and documents
• First point of contact for handling complex and escalated Back Office related concerns or issues
• Open, Candid, and honest communication while providing staff with clear role expectations, feedback, identify performance improvement, development opportunities, and career possibilities
• Serve as functional subject matter expert for Back Office applications

• Communicate situational information to leadership and provide detailed and timely reporting of service outputs
• Analyze all incoming work for process enhancement as well as coaching and article/training updates

Minimum Requirement

Typically requires 3+ years of subject matter experience including exhibiting leadership capabilities.

Critical Skills

• 3+ years customer service experience, leadership skills, relevant reporting, analytical and communication experience
• Professional communication; strong written and verbal communication skills
• Demonstrated ability to create real-time learning opportunities out of everyday scenarios
• Ability to perform research, analysis, communication, and creation of associated documentation is needed
• Strong ability to problem solves and develop solutions that will move the team and business forward
• Proficiency in all MS Office Products, especially MS Excel; ability to create spreadsheets, import/export between applications, create formulas, cross reference data, create graphical displays of data and other excel functions is needed
• Experience in Salesforce.com
• SAP, Salesforce, Power BI, Tableau

Additional Knowledge & Skills

• Leadership
• Strategic thinker
• Strong problem-solving skills
• Strong attention to detail and Listening skill
• Comfortable speaking and presenting to management and employees of all levels in Back Office and beyond

Physical Requirements
General Office Demands-Hybrid- Office as a destination

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$52,700 - $87,800

McKesson is an Equal Opportunity Employer

 

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

 

Join us at McKesson!