Care Services Team Lead - Hybrid Coaching Excellence

Cochlear Limited; Lone Tree (CO); Hybrid; USD 73,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life and disability insurance

401(K) matching with immediate vesting

Paid Time Off

Tuition reimbursement

Maternity and paternity leave

Employee Stock Purchase Plan

Pet insurance

Job summary

Cochlear, a global leader in hearing health care, is seeking a Professional Care Services Team Supervisor in Lone Tree, CO. The role will manage a 15+ member team delivering high-quality customer interactions via phone, email, Salesforce and SMS, while collaborating with sales, marketing, supply chain, and clinical teams.

You will mentor staff, drive performance improvements, and implement a quality audit program. This hybrid role combines in-office leadership with remote work flexibility.

Qualifications

• Bachelor’s degree or equivalent is required.
• 3–5 years of work experience in a supervisory or coaching role.
• Demonstrated experience leading, coaching and developing others.

Responsibilities

• Coach and assess performance for each team member.
• Develop and motivate team to adopt best practices for high-quality customer interactions.
• Partner with cross-functional teams to design quality audits and improve processes.
• Supervise the call center and staff to meet KPIs and SLA targets.
• Oversee staffing, training, engagement and performance reviews for team members.
• Identify training gaps and action steps to improve performance.

Skills

Leadership

Coaching

Mentoring

Education

Bachelor’s Degree or Equivalent

Tools

Salesforce

Job description

Cochlear, a global leader in hearing health care, is seeking a Professional Care Services Team Supervisor in Lone Tree, CO. The role will manage a 15+ member team delivering high-quality customer interactions via phone, email, Salesforce and SMS, while collaborating with sales, marketing, supply chain, and clinical teams.

You will mentor staff, drive performance improvements, and implement a quality audit program. This hybrid role combines in-office leadership with remote work flexibility.