Professional Care Services Team Supervisor

About the role

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

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

• Bachelor's Degree or Equivalent Work Experience
• 3-5 Years of Experience
• 1-2 Years of Leadership and Coaching Experience
• Demonstrated experience leading, coaching and/or developing others