Insulet Corporation

  • Customer Care Supervisor

    Job Locations US-MA-Acton | US-MA-Acton
    Posted Date 3 weeks ago(2/5/2019 8:42 AM)
    Category
    Customer Care / Customer Support
  • Position Summary

    This position supervises the day-to-day operations of the Insulet Corporation Customer Care team. Will be responsible for resolving escalated customer contacts, managing existing and new processes, and discovering and implementing continuous improvement opportunities for Inbound and Reimbursement through the analysis of data and project management.

     

    The ideal candidate must demonstrate strong customer service, computer, coordination, planning and be able to work effectively in a key cross-functional role within Insulet Corporation and across external business partners.

    Responsibilities

    • Provides supervision - ensuring call handling and documentation meet regulatory requirements as well as roll out/ implementation of insurance, reimbursement, industry related changes.
    • Supervise day-to-day operations for the Customer Care team, 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.
    • Preparation of daily, weekly, monthly and quarterly reports.
    • Provides coaching and feedback in accordance with department and company goals.
    • Manages Customer Care quality program, conducting quality audits and calibration of quality scoring with leadership team.
    • Handles the most complex Customer complaints and/or inquiries.
    • Ensures adherence to Regulatory, Quality and accreditation standards.
    • Reviews financial targets set and is responsible for working with Customer Care team to assist with meeting or exceeding sales goals and ensuring operating and expense commitments are met.
    • Participates in special projects and performs other duties as assigned.

    Education and Experience

    Education and Experience:

    • 5+ years of experience in a contact center environment.
    • Bachelor’s Degree and/or equivalent combination of education and experience.
    • Must have a strong background in call center supervision as well as reimbursement within the medical device industry that promotes best practices and standards including contact center 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.
    • Experience with Call Center applications required.
    • Bilingual skills a plus. 

     

     

    Preferred Skills and Competencies:

    • Establishing Focus - The ability to develop and communicate goals in support of the business' mission.
    • Providing Motivational Support - The ability to enhance others' commitment to their work and leads by example.
    • Empowering Others - The ability to convey confidence in employees' ability to be successful, especially at challenging new tasks; delegating significant responsibility and authority; allowing employees freedom to decide how they will accomplish their goals and resolve issues.
    • Developing Others - The ability to delegate responsibility and to work with others and coach them to develop their capabilities.
    • Managing Performance - The ability to take responsibility for one's own or one's employees' performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
    • Attention to Communication - The ability to ensure that information is passed on to others who should be kept informed.
    • Other Highly Developed Skills / Competencies – Self-sufficient, Oral Communication, Written Communication, Fostering Teamwork, Flexibility, Managing Change, Thoroughness, Stress Management, Technical Expertise, Diagnostic Information Gathering, Analytical Thinking, Initiative, Customer Orientation, Entrepreneurial Orientation, Results Orientation, Decisiveness, Persuasive Communication, Building Collaborative Relationships, Forward Thinking, Interpersonal Awareness, Conceptual Thinking and Self Confidence.

     

     

     

     

    Physical Requirements:

    • Requires sitting and standing associated with a normal office environment.
    • Manual dexterity needed for using a calculator and computer keyboard.
    • Lightweight lifting may be required.
    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
    • This position may require occasional travel.

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