Consumer Care Team Lead – Fixed-Term (Hybrid)

About the role

The Consumer Care Team Lead supports daily operations, performance and development of the Consumer Care team while ensuring an exceptional end‑user experience. This is a 15‑month fixed‑term, hybrid position reporting to the Manager, Patient Experience and Operations.

Key responsibilities

• Provide day‑to‑day leadership, coaching and performance support to the Consumer Care team.
• Monitor service, quality and productivity metrics and drive continuous improvement.
• Handle consumer escalations and ensure timely resolution of product or service issues.
• Support workforce planning, campaign execution and workload prioritisation.
• Maintain advanced knowledge of Coloplast products and market trends to guide the team.

Required profile

• Associate or bachelor’s degree with 2–4 years of healthcare customer service or sales experience, including at least two years in a call‑centre sales role.
• Proven ability to coach, lead teams and achieve KPI targets, with strong communication and problem‑solving skills.

Required skills

• Salesforce CRM
• Microsoft Excel (intermediate)
• Microsoft PowerPoint
• Microsoft Word

What we offer

• Comprehensive health, dental and vision benefits plus wellness programs.
• RRSP plan with company match and financial planning services.
• Generous paid time off, flexible hours and hybrid work arrangement.
• Professional development opportunities, mentorship and tuition reimbursement.
• Competitive compensation ranging from $65,000 to $80,000 per year.