This job profile description is a standardized, non-contractual reference description and global reference tool provided for organizational consistency and talent architecture purposes across Cencora. It does not alter actual job duties, responsibilities, reporting lines, working conditions, grading, compensation, or other essential terms and conditions of employment. Actual duties and responsibilities may vary based on business needs, local requirements, and operational practices. Where a team member's role is governed by an employment agreement, local terms and conditions, prior job description or collective bargaining agreement, those documents shall prevail in case of any inconsistency. Mandatory local laws shall also prevail. Supervises daily queue management across phone, email, chat, and case workflows to preserve response time, accuracy, and customer experience standards. Leads resolution of customer escalations by diagnosing root causes, directing corrective actions, and confirming closure within agreed timelines. Oversees staffing plans, schedule adherence, timekeeping, and real-time adjustments to maintain coverage and contracted service levels. Leads coaching, performance reviews, corrective actions, and career development to strengthen capability and support talent decisions. Implements approved process changes and continuous improvement initiatives, ensuring training and knowledge articles are updated before deployment. Oversees documentation quality, compliance activities, and audit requests to preserve policy, control, and data integrity requirements. Leads cross-functional coordination with IT, logistics, and commercial partners to resolve service interruptions and support program and launch readiness.

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Bachelor's degree in business administration, operations management, supply chain, communications, or a related field required. 3+ years of experience in customer service operations, contact center supervision, order management, or a related field required. Less than 2 years of experience in a management capacity preferred. Certification in ITIL 4 Managing Professional (or ITIL 4 Foundation), Lean Six Sigma Green Belt, COPC Certified Professional Manager, Project Management Professional, PRINCE2 Practitioner or equivalent certification preferred.

What Cencora offers

​Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Full time

Affiliated Companies

Affiliated Companies: CENCORA BUSINESS SERVICES INDIA PRIVATE LIMITED

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned