Contact Centre Operations Manager - Product Support

Recruiter
Insulet Corporation
Location
London (Greater)
Posted
13 Nov 2017
Closes
16 Nov 2017
Sector
Healthcare
Contract Type
Permanent
Hours
Full Time
Position Overview:

This position is responsible for all aspects of Insulet's European Product Support operations; managing and leading an organization composed of third party operations in the support of patients with diabetes use of the OmniPod product. Responsible for developing and overseeing a remote Customer Care Product Support leadership and operations management team. Represents Product Support and provides reports to Insulets management regarding operational efficiency, performance issues, and recommendations for improvements in customer experience. Establish procedures and infrastructure to ensure rapid and effective resolution of support cases and chronic or significant complaint or quality issues to maximize efficiency and customer loyalty.

The ideal candidate must demonstrate the ability to be exceptional in operational planning, contact centre leadership and project management in a highly regulated, clinical environment where it is necessary to work effectively with cross-functional teams and external business partners. This position requires frequent travel up to 40% of the time.

Responsibilities:

- Responsible for overseeing daily operations and services of the Product Support contact centre with a mission to provide exceptional support for our customers.
- Collaborate across departments to develop and refine customer experience initiatives.
- Manage and coordinates multiple, cross-functional projects simultaneously.
- Work with Quality, Regulatory & Engineering and Insulet's Field Sales and Clinical personnel to research trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management.
- Ensures key contractual performance metrics, including case resolution times, service levels and customer satisfaction scores and customer loyalty, are met or exceeded.
- Develop a high performing 3rd party remote team through education, mentoring and continuous evaluation and assessment of procedures and training.
- Deploy, maintain and evolve the required systems and operating improvement plans to support company growth and service level expectations.

Education and Experience:

- 5+ years of experience in a contact centre environment is required. Must have a strong knowledge in FDA regulations, GDPR and industry best practices and standards including contact centre metrics, workforce management, service quality management and knowledge management.
- Bachelor's Degree
- Strong working knowledge and background managing a remote team or remote teams through a 3rd party vendor
- Working knowledge of and experience with FDA complaint reporting requirements and GDPR privacy practices for medical devices is strongly preferred.
- Customer Service experience in a regulated, health related Medical device environment is strongly preferred
- Knowledge of diabetes and experience supporting patients with diabetes is preferred.
- Strong analytical skills, with prior experience analyzing call metrics.
- Experience providing remote technical support, particularly in a regulated environment.

Skills/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 - FDA Audit Protocol, FDA Reporting Requirements, 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:

- This position requires frequent travel up to 40% of the time to.
- 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