Customer Care Team Leader at Medtronic

MAIN PURPOSE OF JOB

To lead a team of customer care agents to meet the operational KPIs set out for that particular department and to deliver exceptional service to Medtronic SA’s customers.

MAIN JOB DUTIES/RESPONSIBILITIES

1. Work with the rest of the Customer Care team to define and achieve all Customer Care goals.

2. Work closely with the rest of the Customer Care team to identify areas of improvement within Customer Care or cross functional processes.

3. Identify root causes of operational problems and propose and delivery solutions to such problems.

4. Implement approved plans, including training, change management and post implementation support and monitoring.

5. Create and roll out training plans (SAP and other) to:

a. Ensure consistent quality across the organisation.

b. Ensure best practice techniques and processes are used.

c. Ensure agents are onboarded and inducted in an efficient manner and adhere to set standards (SAP, written and verbal communication, department vision and culture, etc.)

d. Perform job shadowing and assessments to ensure the above standards are maintained.

e. Create pre-hire assessments

6. Work with the Customer Care team to define the ideal Customer Care organisation and commence the journey towards achieving our aspirations.

JOB QUALIFICATIONS

1. Tertiary qualification is preferable but not a must.

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JOB EXPERIENCE

Must

1. At least 3 years’ experience in a customer care department similar to that of Medtronic SA – not necessarily in the same industry.

2. Broad-based experience across different aspects of order processing

3. Proven performance in current role.

Preferred

4. Previous Team Leader Experience

5. Customer Care environment

6. Healthcare industry

7. Working with large teams

8. SAP system knowledge

9. Intermediate Microsoft Excel

10. Intermediate Microsoft Power Point and Word

SKILLS/COMPETENCIES

Must

1. Able to work in a very high-pressure environment

2. Ability to deal with the pressures of a rapidly transforming organisation

3. Effective communicator – written and verbal

4. Self-motivated and managed

5. High affinity to project (time, cost and quality) management

6. High attention to detail

7. Positive attitude

8. Good people skills

9. Flexibility in terms of working hours

Preferred

Travel Required: Minimal

About Medtronic

Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

Physical Job Requirements

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)