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me+ CARE Team Supervisor

Location

United States

Posted

38 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

me+ CARE Team Supervisor

180 Medical

Role Description The me+ CARE Supervisor is a pivotal role responsible for leading and developing a remote team of me+ CARE Specialists. This role drives superior consumer engagement and direct to consumer sales performance while ensuring outstanding support for Convatec’s product portfolio. The Supervisor will manage daily team activities, oversee quality assurance, and implement continuous process improvements based on consumer feedback and performance metrics. This role blends advanced leadership with direct consumer engagement strategies to elevate both team and customer outcomes. Key Responsibilities - Team Leadership & Development - Conduct regular one-on-one sessions and team meetings to provide constructive feedback, support professional growth, and reinforce best practices. - Actively identify areas where team performance can be enhanced and propose innovative solutions or adjustments to improve outcomes. - Lead performance review discussions to ensure team members meet or exceed efficiency, activity, and sales targets while demonstrating Convatec values and behaviors. - Assist in onboarding, training and integration activities for all new hires in collaboration with Manager and other internal functions. Support training activities for current team members. - Serve as a role model by consistently demonstrating Convatec’s values, fostering a positive team culture, and inspiring high-quality consumer interactions. - Operational Excellence & Quality Assurance - Analyze team performance data and key performance indicators (KPIs) to maintain high-quality consumer service and promptly address emerging issues. - Evaluate live and recorded customer interactions; implement proactive coaching and corrective actions to uphold and enhance service standards. Share best practices. - Act as the primary point of contact for resolving escalated consumer issues by quickly identifying challenges and implementing effective, proactive solutions. - Process Improvement & Cross-Functional Collaboration - Collect and analyze consumer and campaign performance data to recommend strategic improvements. Take a proactive approach in identifying process inefficiencies and potential enhancements. - Participate in and lead special projects and cross-functional initiatives that enhance operational efficiency and consumer satisfaction, seeking innovative methods to streamline processes. - Contribute actively to the development and dissemination of industry best practices across the team, ensuring that proactive solution-finding is a standard approach. - Administrative & Compliance Duties - Ensure accurate recording of customer interactions, sample activities, follow-up actions, and post-call notes in the CRM system. - Enforce adherence to internal policies, operational procedures, and industry regulations. - Prepare and present regular performance and compliance reports to senior management, proactively highlighting areas for improvement and suggested actions. - Authority (if applicable) - The Supervisor can make daily operational decisions related to coaching, performance feedback, and immediate consumer issue resolutions without prior approval. - The role does not include formal signatory authority but is empowered to escalate issues and proactively recommend improvements to senior management. Qualifications - High School Diploma/GED (Required); Associates or Bachelor’s degree strongly preferred. - A minimum of 2 years’ experience in a contact center or sales environment with demonstrated results in supervisory or leadership responsibilities. - Experience in healthcare, medical technology, or related industries; familiarity with digital and phone-based consumer engagement campaigns is desirable. - Bilingual abilities (English required; Spanish preferred) are advantageous. Dimensions - Direct Reports: 10-11 (to be determined based on current team structure) - Responsible for overseeing the daily performance and service quality of the me+ CARE team, with a direct impact on consumer satisfaction and sales support. Principal Contacts & Purpose of Contact - Internal Contacts: - me+ Team Manager: For performance updates, strategic guidance, and operational oversight. - Other Teams within Consumer Excellence / me+ structure - Consumer Marketing Team: To share insights, exchange campaign feedback, and coordinate on consumer engagement strategies. - Cross-Functional Teams: For collaboration on special projects and process improvement initiatives. - External Contacts: - Consumers: To ensure high-quality service delivery and resolve escalated issues. - Healthcare Providers & Caregivers: To support product usage and address service inquiries. - Customer Service Partners: To facilitate smooth communication and service coordination. Travel Requirements - Minimal travel (approximately 5% or less), primarily for occasional training sessions or team meetings. Languages - Speaking: English (required); additional languages (e.g., Spanish) are desirable. - Writing/Reading: English (required); proficiency in additional languages is a plus. Working Conditions - This role is fully remote. The candidate must maintain a quiet workspace, reliable internet connectivity, and possess the necessary home office equipment (provided by Convatec). - Office Attendance: Not required unless specified for training or special events. Special Factors - Standard business hours apply, with flexibility based on business needs. - The role is limited to candidates within the continental United States. - This job description is subject to periodic updates reflecting changes in operational procedures, organizational structure, or regulatory requirements.

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