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A Day in the Life

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The Team Lead, Customer Service (Canada) role is responsible for providing operational leadership and support to the Customer Service team, ensuring alignment with business priorities, operational goals, quality standards, and service excellence objectives. This position plays a key role in influencing and developing team performance without direct reporting responsibility, while monitoring KPIs, customer satisfaction, service levels, and quality metrics. The Team Lead will oversee SIR, MSS, and quality assurance processes, drive continuous improvement and process optimization initiatives, support the execution of strategic projects, and collaborate closely with cross-functional stakeholders and leadership teams to enhance operational effectiveness, customer experience, and business outcomes. This role has been created to support the Canada Customer Service operation, considering the current team size and the need for ongoing operational support, quality monitoring, and team guidance. This is a flex work position based in Bogotá, Colombia.

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

• Lead, support, and positively influence the Customer Service team to drive high performance, even without direct reporting responsibility
• Provide operational support to the team, ensuring alignment with business needs, operational goals, and service standards
• Monitor and track key performance indicators (KPIs), customer satisfaction, quality metrics, service levels, and operational results
• Own and manage SIR, MSS, and quality assurance processes
• Identify, develop, and implement continuous improvement and process optimization initiatives in collaboration with stakeholders and cross-functional teams
• Support the development, execution, and follow-up of strategic projects to achieve departmental objectives
• Partner closely with leadership and management teams to drive operational excellence and informed decision-making
• Foster a positive, inclusive, and collaborative team culture

Required Knowledge and Experience:

• Bachelor's degree in Business Administration, Management, or a related field
• 2+ years of experience in Customer Service environments
• Proven experience leading, influencing, and supporting teams to achieve high performance, even without direct reporting responsibility
• Strong leadership, coaching, communication, and conflict resolution skills, with the ability to motivate and develop others
• Results-oriented mindset focused on quality, customer satisfaction, operational excellence, and continuous improvement
• Experience managing projects, driving process improvement initiatives, and collaborating effectively with cross-functional stakeholders
• Strong analytical skills, with the ability to leverage data and performance metrics to support decision-making and business outcomes
• Ability to provide operational and floor support while maintaining a high level of ownership, accountability, and service excellence
• Strong organizational, prioritization, problem-solving, and adaptability skills, with the ability to thrive in fast-paced and evolving environments
• Proficiency in Microsoft Office applications, particularly Excel
• Strong verbal and written communication skills in English; French proficiency strongly preferred or required depending on business needs

 

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. 

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Recruitment Fraud Alert 

We are aware of phishing scams targeting job seekers. Please keep the following in mind: 

Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses. 

Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate. 

If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments. 

If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at [email protected]. 

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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.
 

 

 

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).