Consumer Care Manager

5 months ago

Oakville, Canada Coloplast Full time

**Location**:
Oakville, CA

**Job Family**: Consumer
**Country/Region**: Canada

Major Areas of Accountability

Recruit and develop direct reports, utilizing all Coloplast tools, processes, and resources. Ensure successful integration and training of new hires.
Monitor, measure, train, coach and motivate team members to effectively engage with consumers, clinicians, and other stakeholders.
Ensure team is informed and trained on products, processes, and procedures to better serve the consumer.
Provide direction to the Team Lead to ensure consistent and effective training sessions focused on elevating the Consumer Care and Direct to Consumer teams.
Responsible for the daily management of direct reports including, but not limited to: personal time off, leave and vacation requests and managing appropriate staffing to ensure adequate phone/ online chat coverage.
Conduct regular team meetings, time to talk and performance focused conversations, coaching, training and support the professional development of the team.
Ensure deliverables and KPI metrics are met consistently including but not limited to customer retention, database completeness, customer engagement.
Manage escalated complaints from clinicians and consumers as required.
Provide insight and support for Care program reporting tools; provide insights to territory managers and sales teams as required.
Provide consistent feedback and insight to marketing/management team about consumer habits and patterns as well as future potential innovation to our support program.
Maintain strong partnerships with all internal teams, both locally and globally. Engaging in cross functional coordination and capacity planning.
Work closely with the Head of Channel to execute on the strategic initiatives as defined for our direct to consumer business, ShopColoplast. Provide insight to Head of Channel regarding customer feedback/day to day management.
Execute on the strategic and executional focuses as defined through our annual business performance plan.
Work in collaboration with leadership to determine and establish reporting needs to track and maintain quality service workflow.
Ensure team members are accountable to the Coloplast mission, policy, and procedures.
Manage all aspects of relationship with the global teams including all lead entry, campaigns, training and communication.

Basic Qualifications

Prior experience in leadership, either direct or indirect.
3+ years of contact center experience
University Bachelor’s Degree required
Proven track record in call center environment preferably in business to consumer phone sales
Successful and effective coaching techniques; ability to deliver performance feedback
Highly structured approach, with a strong attention to detail and proper documentation of all work
Ability to effectively communicate with all levels of management
Healthcare experience required. Bilingualism preferred (French/English).
Excellent verbal and written communication skills

Preferred Qualifications

3+ years of management or supervisory experience is highly preferred
Cross functional project management experience
Proficiency in Salesforce and Microsoft Suite
Proficiency in PowerBI
Excellent team building and coaching skills
Bilingualism preferred (French/ English)

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 16.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward - we explore, learn and look for new ways of doing things.

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