National Contact Center (NCC) Customer Care Lead, San Antonio, Texas, USA

About the role

The National Contact Center (NCC) Customer Care Lead is a newly created position at Solventum, a healthcare company dedicated to improving lives through innovative solutions.

Responsibilities

• Perform expert-level escalation handling to resolve complex and high-impact customer issues.
• Execute real-time performance support through coaching, guidance, and feedback to frontline agents.
• Support operational priorities by acting as a SWAT resource during high-volume or critical situations.
• Cook up continuity of operations by providing Supervisor backup coverage when needed.
• Prepare and support talent development activities, including coaching, talent identification, and cross-training.

Requirements

• A High School Diploma/GED (or higher) and three (3) years of customer support, call center, healthcare support, or related experience in a private, public, government, or military environment.
• Two (2) years of experience handling escalations or complex customer situations.
• Demonstrated experience providing peer support, guidance, or informal leadership within a team environment.
• Experience working in a high-volume, fast-paced customer support environment.
• A strong understanding of performance metrics and service expectations (e.g., quality, adherence, and productivity).
• A proven ability to manage priorities, communicate effectively, and solve problems in real time.
• Ability to work scheduled shifts in a 24/7 operational environment, including overtime as required.

Additional Requirements

• You may be required to enter healthcare or other third-party facilities, and those facilities may require you to possess certain licenses, vaccinations, and/or other credentials or qualifications (collectively “prerequisites to entry”).
• Solventum may share your information with the providers of medical screens, vaccinations, or verifications as well as the healthcare or other third-party facilities requiring the prerequisites to entry.

Work Location

This position is hybrid and allows for some remote work. Employees are required to travel to 6103 Farinon Rd, San Antonio, TX for a minimum of four (4) consecutive days per quarter.

Travel

Employees are required to travel to 6103 Farinon Rd, San Antonio, TX for a minimum of four (4) consecutive days per quarter.

Pay and Benefits

The expected compensation range for this position is $50,240 - $69,080, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience.

Benefits

In addition to the specific compensation, this position may be eligible for a range of benefits such as Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits.

Equal Opportunity Employer

Solventum is an equal opportunity employer. We do not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.