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Team Lead- IT Regional Call Center Job

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Date: Jan 24, 2019

Location: Arden Hills, MN, US, 55112

Company: Boston Scientific

Additional Locations: (n/a)



Purpose and Passion • Comprehensive Benefits • Life-Work Integration • Community • Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.


Turning a shared vision into results gives  my work purpose.  Different Reasons.  Same Mission.


Do you like to help people while being a key team member for an organization that advances life sciences? Do you want to make an impact in a fast-growing fortune 500 company? Do you enjoy working with technology? Look no further, Boston Scientific is a leader in minimal invasive medical device technologies and we are looking for you! When science, technology, team spirit, and advancing life for others come together you’ll see that this is not average run of the mill work! We love our people and the people we help. Boston Scientific – “Advancing science for life”


About the role

The “Regional Call Center Team Lead” is responsible for overseeing, maintaining, and optimizing all call center operations of a newly implemented IT Technical Support Call Center supporting 18,000 employees. The team’s goal is to ensure proper computer/end point/systems operations so that all Boston Scientific end users can accomplish business tasks. This includes the handling of technical and administrative issues, management of call center deliverables, and ensuring timely call center operations.

Your responsibilities

  • Ensuring that the team provides superior customer service to all Boston Scientific end users.
  • Supervising the Regional Call Center Agents, maintaining staffing schedules and managing daily operations.
  • Driving recruitment of call center staff in conjunction with IT service partner.
  • Conducting needs assessments, performance reviews, and capacity planning.
  • Determining, planning, and implementing new call center services, or adjustments to existing services.
  • Establishing and maintaining high productivity, quality, and customer service standards.
  • Creating and maintaining training curriculum.
  • Monitoring service performance levels and customer experiences. Preparing and executing action plans. Identifying and resolving problems. Engaging and responding to customers regarding feedback or experiences. Implement practices to address customer complaints and negative customer surveys. Applying call/incident quality processes to drive coaching/training.
  • Drive Shift-Left initiatives, Innovation and Continuous Service Improvement
  • Quickly establishing rapport with staff and customers, displaying strong motivational skills daily, and demonstrating excellent social skills in a professional environment.
  • Preparing and presenting call center performance reports by collecting, analyzing, and summarizing data and trends.
  • Maintain situational awareness of issues affecting call responses and call center operations.
  • Flexibility around new systems, processes, and responsibilities.


What we're looking for

Basic Qualifications:

  • Bachelor’s Degree and five years of experience; or a Master’s Degree with four years of experience; or an Associate’s Degree with eight years of related experience; or ten years of related A experience with no degree.
  •  minimum of 5 years supervisory experience over technical support teams.
  •  Knowledge of, and experience with, Knowledge Centered Service principles (KCS).
  •  Knowledge of, and experience with, ITIL Foundation principles.


Preferred Qualifications:

  • KCS Principles or ITIL Foundation certification.
  • HDI member and active participant.




About us

As a global medical technology leader for more than 35 years, our mission at Boston Scientific (NYSE: BSX) is to transform lives through innovative medical solutions that improve the health of patients. If you’re looking to truly make a difference to people both around the world and around the corner, there’s no better place to make it happen.


Boston Scientific is an Equal Opportunity Employer – Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Disability, Veteran


Requisition ID: 442500


Nearest Major Market: Minneapolis

Job Segment: Medical, Call Center, Information Systems, Medical Technology, Healthcare, Customer Service, Technology