Coloplast has an exciting opportunity for a Quality and Workforce Management Supervisor to join our team.

You will be directly responsible for the effective management, performance and daily supervision/support of their direct reports within the Consumer Operations team. In this role, you will work across all consumer teams and therefore requires a thorough understanding of cross-functional processes and policies. In collaboration with the Senior Manager, the supervisor will lead the team to establish and maintain quality assurance standards and implement, administer, and manage the consumer communications infrastructure including a new dialer system and intelligent routing processes.

Major Areas of Accountability

• Daily management of direct reports
• Plan, prioritize and delegate work tasks to ensure proper functioning of the department
• Identify and participate in addressing staffing and coaching needs
• Participate in recruiting activities around hiring employees
• Lead in creation and delivery of performance reviews and deliver goals and objectives to individual team members based on agreement with Sr. Manager
• Create and maintain call quality assurance standards, scorecards and procedures (SOP) for the Consumer team in accordance with all Coloplast policies and values
• Oversee consumer quality processes and coordinate workflows to ensure quality expectations are being met across consumer teams
• Oversee deployment of a new dialer system across consumer teams and coordinate implementation efforts with alignment from Senior Manager
• Work in collaboration with leadership team to determine and establish reporting needs to track and maintain quality service and achieve established KPIs
• Participate in routine calibration sessions for consumer teams
• Identify and support opportunities for training and quality improvement across consumer teams
• Ensure the necessary resources and tools are available to support quality assurance initiatives
• Provide a leadership presence throughout the department to effectively influence results and manage conflict resolution and problem solving
• Work across consumer teams and business functions to improve processes and procedures, and perform ad hoc Consumer Operations projects as assigned
• Other duties as assigned

Basic Qualifications

• Associate or bachelor's degree or Equivalent work experience required
• 2-5 years contact center experience required
• Ability to provide clear and accurate feedback, while coaching team members to increase performance and develop new skills
• Ability to communicate effectively with all levels of management and demonstrate a professional demeanor
• Ability to take initiative and work independently

Preferred Qualifications

• Bachelor's degree preferred

• 5+ years direct customer/consumer work experience
• 2+ years leadership experience
• 2+ years workforce management experience
• 2+ years quality assurance experience in a call center environment
• Experience working with Call Recording Applications

Required Knowledge, Skills, & Abilities

• Highly structured approach with attention to detail and proper documentation of all work
• Excellent verbal and written communication skills
• Successful working in cross-functional teams
• Highly proficient in Microsoft Office and CRM
• Ability to determine work priorities
• Punctuality and professionalism
• Excellent team building and coaching skills
• Ability to travel for customer visits and internal meetings (travel up to 20%)