Consumer Care Supervisor, Continence Care

Pay

Competitive compensation range for this position is $67,668 - $101,502. Actual compensation influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.

Schedule

Flexible work hours and flexible work arrangement options to help you balance your personal and professional life may be available.

Benefits

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
• Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
• Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
• Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
• Community and Culture: A supportive work environment where everyone feels valued, and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events.
• Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way.

Qualifications

• High School Diploma/GED required, Bachelor's degree preferred
• 2-5 years contact center experience required

Requirements

• Highly structured approach with attention to detail and proper documentation of all work
• Excellent verbal and written communication skills
• Successful working in cross-functional teams
• Highly proficient in Microsoft Office and CRM
• Excellent team building and coaching skills
• Ability to travel for customer visits and internal meetings (travel up to 20%)

Skills

• Ability to provide clear and accurate feedback, while coaching team members to increase performance and develop new skills
• Ability to effectively communicate with all levels of management and demonstrate a professional demeanor at all times

About the Role

The Consumer Care Supervisor is directly responsible for the management, performance and daily supervision/support of their direct reports within the Consumer Care team. Acts as the key driver for performance and overall development of the team and ensures proper execution of the protocols in our Patient Support Program(s).

Responsibilities

• Daily management of direct reports
• Identifies gaps in competencies, leverages strengths and uses performance management tools to develop team
• Participate in recruiting activities around hiring employees
• Ensure successful integration and application of training for all new hires in collaboration with Sr. Manager and other internal functions
• Monitor, measure, train, coach and motivate team members to effectively engage with end users, clinicians and other stakeholders with whom the team interacts
• Lead in creation and delivery of performance reviews and deliver goals and objectives to individual team members based on agreement with Sr. Manager
• Ensure team members are accountable toward Coloplast mission, policies, and procedures
• In cooperation with Sr. Manager, conduct regular team meetings, one on one dialogue, training, which support the professional development of team as well as fostering a productive learning environment
• Create and update standard operating procedures (SOP) and ensure alignment with general policies and procedures of overall Consumer organization
• Work in collaboration with leadership to determine and establish reporting needs to track and maintain quality service, coordinate workflows, and achieve results
• Other duties as assigned