Professional Care Services Team Supervisor

Professional Care Services Team Supervisor

Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

As Cochlear continues to grow and service our customers, we are recruiting for a Professional Care Services Team Supervisor in our Americas head office based in Lone Tree, CO. This role offers a hybrid work environment with a combination of in-office and remote work from home.

To be successful in this role you'll be able to motivate and coach a team of professional care representatives. You will teach, mentor, and support the professional development of a team of 15+ personnel as they provide high quality customer interactions through phone, email, Salesforce and SMS. You will work collaboratively with Cochlear's sales team, marketing, supply chain, clinical, regulatory, and cross-functional business partners to provide our clinics with an elite end-to-end service experience.

Key Responsibilities

• Provides coaching related to performance and assesses areas of strength and areas of opportunity for each team member.
• Recognize, develop and motivate team aligned to expected behaviors and best practices leading to identified key behaviors which have the greatest impact on the quality / efficiency of the customer interaction while maintaining a positive customer experience.
• Partner with peer organizations to design a quality audit program that promotes meeting the needs of professional customers.
• Create a closed loop customer feedback process that promotes investment and change in operating procedures.
• Responsible for the supervision of the Professional Care call center and representatives, including queue and service level metrics leading to appropriate KPI metric achievements.
• Provides direction and supervision to the Professional Care team members. Responsible for staffing, training, direction, engagement and performance reviews for the Professional Care Representatives.
• Responsible for monitoring that all Customer Service functions are being performed and taking corrective action where and when required.
• Ensure training gaps are identified and actioned. Identify resources needed to improve individuals' performance (i.e., training, human resources, company experts, peers) and develop a documented action plan to implement resolutions.
• Partner with other departments including IT, WFM, Supply Chain with the goal of identifying opportunities to improve internal processes and systems.
• Ensure connection and communication with the team by holding monthly team meetings and regular one on one conversations with staff.

Key Requirements

Total Rewards

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers' side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives and working in an organization where they can be part of bringing the mission to life each day.

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the individual is regularly required to be in a stationary (seated / standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving / critical thinking skills to discern and convey information. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures, and processes to customers (whether internal or external). Influence, organization / classification of information and planning are also required.

The work environment is a home / office environment and are representative of those an individual encounters while performing the essential functions of this job.