Bilingual Customer Care Supervisor (French & English)

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role:

In this role, you will be responsible for building and leading high-performance teams to meet business demands and customer requirements of our Contact Centre. You will directly manage Home Patient Representatives (HPRs) and Customer Care Representatives (CCRs) across the Home Care (B2H) and Hospital Care (B2B) teams to meet operational and business metrics. You will be accountable for ensuring that customer orders, returns, credits, complaints, adverse events, medical inquiries and technical product support issues are resolved timely and in accordance with SOP’s/BOP’s.  You will build relationships with team members and business partners in order to deliver on Vantive’s objectives. Continued focus on improving the customer experience and productivity through improved performance, training and coaching programs. You will drive employee engagement and achieve KPI’s and metrics. Serves internal, external and program customers by helping with planning and implementing call center and operations strategies, helping to improve systems and processes; support and lead frontline staff and internal Vantive policies and procedures.

What you'll be doing:

Operations Management:

• Ensure day to day operational targets are met including service levels, workload distribution, and service complaints logged/remediated

• Record/publish stats, including performance levels of the team and individual reports

• Create action plans and solutions, analyze Call Drivers, utilization reports and performance levels of the call center

• Work with Team Leads for operational alignment & escalation management

• Ensure effective staffing, coaching, and support to attain performance targets

• Partner with WFM to ensure adequate staffing on each shift to meet SLA’s

• Act as prime for all complex customer complaints, escalations and/or inquiries

• Partner with the B2C Trainer to develop and oversee compliance of SOPs

• Complete audits and review team compliance to contractual obligations, KPIs, SLAs, and Vantive policies

• Foster and work in partnership with Supply Chain teams, B2H, B2B, Territory Managers and Commercial stakeholders

• Monitor random calls to improve quality, minimize errors and track operative performance

• Evaluate individual performance targets on a weekly and monthly and quarterly basis

• Interface with US and IT staff to identify best in class telephony and database support

Quality Assurance:

• Provide hands-on leadership, coaching and mentoring to front-line staff

• Ongoing performance management through feedback on previous day’s performance

• Produce regular and effective coaching plans for team members based on quality through the use of call reviews and other coaching tools

• Support and implement team initiatives, including quality objectives to ensure best practices are used throughout the team.

Continuous Improvement:

• Identify areas of improvement in performance and procedures; suggest a course of action daily/weekly/monthly

• Provide constructive and timely feedback to team to rectify errors and to prevent further inconsistencies

• Work closely with all Supervisors to develop processes and protocols aligned with all other program activities

• Complete and identify performance gaps and successes on the monthly scorecard

• Champion and participate in process audits, documentation redesign and/or improvements within the team

• Using Service Complaints and data analyze and determine root cause of issues; identify and propose changes to procedures for handling customer issues and increasing customer satisfaction

• Analyze customer feedback and root cause issues, identify any discrepancies in quality measures and customer satisfaction

• Responsible for monitoring data trends and conducting further analysis on trending information in order to confirm findings

Human Resources Management: 

• Coordinate recruitment efforts with the Talent Acquisition Partner and conduct interviews and make hiring recommendations

• Report concerns regarding hiring trends, turnover rates, candidate feedback, etc. to HR staff and/Sr. Manager Customer Care

• Supervise activities of all staff provide clear direction and establish effective feedback systems to and from team members

• Address all employee relations issues promptly and constructively and manage performance through positive reinforcement of right behaviors and progressive discipline for detracting behaviors

• Identify performance/skill gaps and develop coaching and/or training plan to ensure staff, at minimum, meet performance expectations

• Create an environment conducive to teamwork by fostering team problem-solving and decision-making processes

Business Support:

• Attend conference calls and business meetings with internal Vantive teams to ensure optimal customer support

• Monitor schedule adherence to guarantee adequate staff coverage

• Participates in call calibration sessions to ensure a consistent and effective call review process is in place

• Manage customer escalations/requests that cannot be resolved at the agent level  

• Review productivity reports to identify trends and improvement opportunities in order to achieve customer care targets

• Attend external Customer/Program check in meetings to provide data and updates

• Some travel may be required

Special Projects/ Process Improvements:

• Participate in and carry the On Call/After-hours phone during specified times within an assigned time frame

• Support business excellence initiatives (i.e. value steam mapping/customer intelligence/system developments and enhancements)

• Partner with extended Vantive Team to improve and strengthen the relationship with our customers

What you'll bring:

• Bachelor's / Master's Degree in General Studies, Business Management or Health Science

• Minimum of 4+ years Customer Service experience in CPG, Supply Chain, and Contact Center Operations, Healthcare

• Prior Customer Service experience in CPG, Supply Chain, and Contact Center Operations, Healthcare

• Fluency in French & English is required

• Basic knowledge of broad supply chain management activities

• Several years of leadership experience in Contact center operations, particularly those providing health or case management services, or similarly complex service offerings

• Experience with workforce planning, development, and reporting of performance metrics, and good supporting PC skills

• Excellent verbal, written, and presentation skills

• Analytical and business problem-solving skills

• Ability to facilitate and manage change

• Team building and coaching

Vantive is committed to supporting the need for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission.

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Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

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