me+ CARE Team Supervisor

About Convatec

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With more than 10,000 colleagues, we provide our products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit http://www.convatecgroup.com

 

The me+ CARE Supervisor is a pivotal role responsible for leading and developing a remote team of me+ CARE Specialists. This role drives superior consumer engagement and direct to consumer sales performance while ensuring outstanding support for Convatec’s product portfolio. The Supervisor will manage daily team activities, oversee quality assurance, and implement continuous process improvements based on consumer feedback and performance metrics. This role blends advanced leadership with direct consumer engagement strategies to elevate both team and customer outcomes.

 

Key Responsibilities:

Team Leadership & Development

• Coaching & Mentorship:
  Conduct regular one-on-one sessions and team meetings to provide constructive feedback, support professional growth, and reinforce best practices.
• Proactive Guidance:
  Actively identify areas where team performance can be enhanced and propose innovative solutions or adjustments to improve outcomes.
• Performance Reviews:
  Lead performance review discussions to ensure team members meet or exceed efficiency, activity, and sales targets while demonstrating Convatec values and behaviors.
• Assist in onboarding, training and integration activities for all new hires in collaboration with Manager and other internal functions. Support training activities for current team members
• Role Modeling:
  Serve as a role model by consistently demonstrating Convatec’s values, fostering a positive team culture, and inspiring high-quality consumer interactions.

Operational Excellence & Quality Assurance

• Performance Monitoring:
  Analyze team performance data and key performance indicators (KPIs) to maintain high-quality consumer service and promptly address emerging issues.
• Quality Reviews:
  Evaluate live and recorded customer interactions; implement proactive coaching and corrective actions to uphold and enhance service standards. Share best practices.
• Escalation Management:
  Act as the primary point of contact for resolving escalated consumer issues by quickly identifying challenges and implementing effective, proactive solutions.

Process Improvement & Cross-Functional Collaboration

• Data-Driven Insights:
  Collect and analyze consumer and campaign performance data to recommend strategic improvements. Take a proactive approach in identifying process inefficiencies and potential enhancements.
• Project Leadership:
  Participate in and lead special projects and cross-functional initiatives that enhance operational efficiency and consumer satisfaction, seeking innovative methods to streamline processes.
• Best Practices:
  Contribute actively to the development and dissemination of industry best practices across the team, ensuring that proactive solution-finding is a standard approach.

Administrative & Compliance Duties

• Documentation:
  Ensure accurate recording of customer interactions, sample activities, follow-up actions, and post-call notes in the CRM system.
• Compliance:
  Enforce adherence to internal policies, operational procedures, and industry regulations.
• Reporting:
  Prepare and present regular performance and compliance reports to senior management, proactively highlighting areas for improvement and suggested actions.

Authority (if applicable):

• Decision-Making:
  The Supervisor can make daily operational decisions related to coaching, performance feedback, and immediate consumer issue resolutions without prior approval.
• Signatory Rights:
  The role does not include formal signatory authority but is empowered to escalate issues and proactively recommend improvements to senior management.

 

 

Qualifications/Education:

• Required Education:
  High School Diploma/GED (Required); Associates or Bachelor’s degree strongly preferred.
• Experience:
  A minimum of 2 years’ experience in a contact center or sales environment with demonstrated results in supervisory or leadership responsibilities.
• Desirable Experience:
  Experience in healthcare, medical technology, or related industries; familiarity with digital and phone-based consumer engagement campaigns.
• Additional:
  Bilingual abilities (English required; Spanish preferred) are advantageous.

Dimensions:

• Team Size:
  Direct Reports: 10-11 (to be determined based on current team structure)
   
• Scope:
  Responsible for overseeing the daily performance and service quality of the me+ CARE team, with a direct impact on consumer satisfaction and sales support.

Principal Contacts & Purpose of Contact

Internal Contacts:

• me+ Team Manager: For performance updates, strategic guidance, and operational oversight.
• Other Teams within Consumer Excellence / me+ structure
• Consumer Marketing Team: To share insights, exchange campaign feedback, and coordinate on consumer engagement strategies.
• Cross-Functional Teams: For collaboration on special projects and process improvement initiatives.

External Contacts:

• Consumers:
  To ensure high-quality service delivery and resolve escalated issues.
• Healthcare Providers & Caregivers:
  To support product usage and address service inquiries.
• Customer Service Partners:
  To facilitate smooth communication and service coordination.

Travel Requirements

• Travel:
  Minimal travel (approximately 5% or less), primarily for occasional training sessions or team meetings.

Languages

• Speaking:
  English (required); additional languages (e.g., Spanish) are desirable.
• Writing/Reading:
  English (required); proficiency in additional languages is a plus.

Working Conditions

Remote Work Environment:

This role is fully remote. The candidate must maintain a quiet workspace, reliable internet connectivity, and possess the necessary home office equipment (provided by Convatec).

Office Attendance:

Not required unless specified for training or special events.

Special Factors

• Shift Requirements:
  Standard business hours apply, with flexibility based on business needs.
• Time Zone:
  The role is limited to candidates within the continental United States.
• Additional Considerations:
  This job description is subject to periodic updates reflecting changes in operational procedures, organizational structure, or regulatory requirements.

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Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com.

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!