At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

Become a part of our Diabetes WeCare Heerlen team, with focus on supporting our Dutch speaking team members, who support the Dutch and Belgium Diabetes customers. This is an exciting time for the Diabetes business with strong double-digit growth and a pipeline of innovative technology and services that are transforming the lives of individuals living with Diabetes. The EMEA Diabetes service team is right at the heart of the business transformation, with over a million patient contacts a year, delivering a range of proactive and support services directly to patients. We bring Medtronic to life for patients across the EMEA region, helping them to achieve successful therapy outcomes, and building trust and engagement for a lifelong relationship. Creating patient loyalty is what we are all about.

You ensure (among others) teamwork, good collaboration, inclusion and diversity. You are responsible for planning, prioritizing and / or directing the responsibilities of direct reports. From a people management perspective, you are responsible for mentoring, coaching and developing talent. Next to people management, you focus on process improvement. You turn data into actions, in order to meet performance expectations and/or defined objectives. To be successful in this role, you are a pro-active team player with a distinct drive for execution and results. You have a strong focus on customer satisfaction and are able to build lasting relationships with colleagues in other departments and disciplines. Managing several operational tasks and projects at once poses no problem for you, combined with a passion for continuous improvement.

Responsibilities may include the following and other duties may be assigned:

• Deliver the Diabetes patient service strategy through successful outcomes delivered by our employees to achieve best in class service satisfaction, patient retention, employee engagement, development and retention
• Lead, motivate and build a high-performance team through coaching and quality management and supervise and support the onboarding process and analyse development needs
• Proactively define and continuously look for opportunities to improve team working processes, setup and performance and monitor daily reports and KPI, analyse trends, identify root causes and deploy corrective actions
• Measure call performance consistently against quality standards in inbound and outbound, administrative and customer-facing aspects of the WeCare Care Team
• Apply best practice in customer case management to minimize time to resolution, ensure contact quality and proactively define opportunities for better customer engagements over time
• First line of escalation for WeCare Representatives with complex customer requests and actively participate in and contribute to Leadership meetings, Sales meetings etc.
• Back up activities with Training and Quality Specialist

Required Knowledge and Experience:

• Holds an HBO degree with 2–3 years of experience in a Supervisor role within a contact centre environment.
• Possesses a strong understanding of internal and external business challenges, customer service operational dynamics, employee engagement drivers, and a future vision for service.
• Demonstrates empathy for both external patient needs and internal customer requirements.
• Exhibits excellent written and verbal communication skills in Dutch, German, and English, effectively engaging stakeholders at all levels.
• Proficient in MS Office and preferably SAP/ERP systems; flexible, dedicated, and determined with the ability to analyse data and demonstrate effective operations management.

Experience in Project Management /Lean Six Sigma Experience (Green Belt certified or trained) and in an international environment are considered advantages for this role.

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 95,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here