Supervise day-to-day operations for the Customer Care teams supporting the Canada and Australia markets, serving as the main escalation point for any customer questions or issues and managing processes.
Define, manage and implement enhancements to processes and systems to refine the Customer Care structure.
Lead process improvements tailored to the needs of the Canada and Australia markets.
Prepare and deliver reporting packages focused on regional performance outcomes.
Handle the most complex customer complaints and/or inquiries.

Relevant experience in a contact centre environment or a bachelor’s degree and/or equivalent combination of education and experience
Must have a strong background in call centre supervision that promotes best practices and standards including contact centre metrics, workforce management, service quality management and knowledge management.
Customer Service experience in a medical or health-related environment is preferred
Knowledge of diabetes and experience supporting patients with diabetes is preferred
Experience providing remote support, particularly in a regulated environment
Experience with Salesforce CRM preferred
Bilingual skills a plus

Senior Operations Team Lead, International Customer Care

Key skills