Team Leader - Consumer Care (South & West)

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 17,000 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 ways to move forward – we explore, learn and look for new ways of doing things.

Job function summary

This is high impact a fast-paced role which needs someone with excellent understanding of Contact Centre Operations and excellence in driving service levels. Will work closely with Consumer care and Marketing team to drive effective end to end Cross-Sell and Upsell campaigns and Increase consumer retention. The position will be responsible for ensuring day to day service delivery without service breaks to our consumers.

This role will be a true cross-functional role and work with a range of market managers and Sales team (i.e. OC) and manage Consumer Care team to ensure we execute with excellence.

Operation Management

• Lead the team to achieve specific sales, operational targets and KPIs
• Work closely with Consumer care specialist in ensuring consistency in driving Care
• Leading the continuous development of Coloplast Care, DTC, Coloplaststore.in, Consumer insights etc
• Drive Direct to Consumer to achieve business ambition
• Initiate Process improvements changes and automations to ensure improved efficiencies
• Provide leadership, coaching, appraisal, motivation and development which will enable Consumer Care specialists to achieve their sales targets and set KPIs
• Set individual and team targets and conduct performance review to ensure compliance with call strategy and quality levels
• Drive and own weekly/monthly/quarterly/yearly consumer data analysis (product wise, hospital, rep wise and region wise)

People Management

• Provide effective coaching and feedback to consumer care specialists to sustain High-performance standards
• Create a positive work environment by acknowledging team contributions, soliciting input and offering the right guidance when needed
• Initiate engagement activities and internal group sessions to promote camaraderie within function
• Always adhere to BEST (code of conduct)

Education & Experience

• Minimum 5 years of experience in all stages of the Contact Centre Operations, sales process from interaction with consumers, Database analysis, campaign creation to conversion
• Focused individual with great interpersonal skills
• Minimum 3 years of experience in People management
• Excellent working ability in Excel and PowerPoint

Required knowledge, skills & abilities

• Systematic and analytical
• Demonstrates drive and ambition to grow himself / herself as well as Coloplast India with a positive and “can do” attitude
• Lives up to Coloplast Leadership Promise
• Sets high ambitions and challenge the teams
  Give open & honest feedback in a sustainable way
  Show visible & decisive leadership
  Can focus the organisation and deliver business results
• High integrity and ethical behaviour
• Passionate about Coloplast Mission, Vision and Values and Goes beyond to attain business objectives