Consumer Care Team Lead

Consumer Care Team Lead (Fixed-Term Contract)

Location:

Oakville, CA

Job Family:
Consumer

Country/Region:
Canada

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 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 Med Tech Code of Conduct, and company policies.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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;…