The Consumer Care Team Lead supports the daily operations, performance, and development of the Consumer Care team while helping ensure an exceptional end-user experience. The role provides day-to-day coaching, quality and performance support, product and process expertise, and operational coordination in partnership with the Manager, Patient Experience and Operations.
The Team Lead also supports consumer engagement, escalations, campaign execution, process improvement, and the adoption and growth of Coloplast products and services. Success requires strong leadership, customer focus, analytical thinking, collaboration, and a commitment to a positive, accountable, and high-performing team culture.
This position is a 15-month fixed-term contract position. The work arrangement for this position is hybrid.
Major Areas of Accountability
Major functions are described below. Other duties may be assigned.
Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the MedTech Code of Conduct, and company policies.
Team Leadership & Support
- Provide day-to-day leadership, coaching, and support to Consumer Care team members.
- Conduct call monitoring, coaching sessions, and quality reviews to support performance and development.
- Deliver training and knowledge-sharing across products, processes, systems, and customer interactions.
- Foster accountability, collaboration, engagement, and continuous learning.
- Act as a subject matter expert for complex inquiries and assist the Manager with team initiatives, objectives, and development plans.
Operational Excellence
- Monitor performance against service, quality, productivity, and customer experience objectives.
- Analyze trends, maintain key reporting, and recommend actions that improve team and customer outcomes.
- Assist with workforce planning, workload prioritization, and campaign execution.
- Support data quality, documentation, regulatory requirements, and continuous process improvement.
Customer Experience & Consumer Engagement
- Guide team members in delivering exceptional service and personalized consumer solutions.
- Serve as an escalation point for customer concerns, product issues, and service inquiries, supporting timely resolution.
- Communicate about intimate healthcare conditions and anatomical functions professionally, empathetically, and respectfully.
- Complete inbound and outbound consumer engagement activities as required to support business and revenue priorities.
- Promote awareness, trial, adoption, and continued use of Coloplast products and services.
Product, Market & Business Expertise
- Maintain advanced knowledge of Coloplast products, competitive offerings, reimbursement processes, and distribution channels.
- Provide product application, troubleshooting, and problem-resolution expertise to consumers and team members.
- Monitor market trends, customer needs, and competitive dynamics that may affect business performance.
Collaboration & Stakeholder Partnership
- Maintain advanced knowledge of Coloplast products, competitive offerings, reimbursement processes, and distribution channels.
- Provide product application, troubleshooting, and problem-resolution expertise to consumers and team members.
- Monitor market trends, customer needs, and competitive dynamics that may affect business performance.
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Essential Qualifications:
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- Associate or bachelor’s degree, or an equivalent combination of education and 2–4 years of healthcare customer service or sales experience.
- Minimum two years of call centre sales experience.
- Ability to explain medical processes and procedures clearly and provide step-by-step direction.
- Ability to coach and lead others to achieve targets.
- Proven consumer conversion and KPI achievement, with the ability to identify growth opportunities.
- Proficiency in Salesforce CRM.
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Required Knowledge, Skills and Abilities:
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- Results-driven, entrepreneurial, and responsive, with a strong focus on business growth.
- Excellent verbal and written communication skills, including effective telephone-based service and sales skills.
- Strong critical thinking, problem-solving, empathy, patience, and maturity.
- Organized and detail-oriented, with disciplined documentation practices.
- Ability to work independently and collaboratively across functions.
- Intermediate Microsoft Excel, PowerPoint, and Word skills.
- Healthcare industry experience preferred; bilingual English and French preferred.
At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:
- 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.
- Financial Security: RRSP plan with company match and financial planning services to help you secure your future.
- Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
- 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.
- Competitive Compensation: The compensation range for this position is $65,000 - $80,000. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location. Hired candidates may be eligible to receive additional compensation in the form of bonuses and/or incentives.
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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.
Visit us on Coloplast.com.
Watch the film. Follow us on LinkedIn.
Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Coloplast is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.
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