Supervisor Customer Care

Responsibilities

• Work with Senior TL Customer Care Operations to support daily effective order reimbursement processes for the German health care
• Lead and manage operational employess within >10 members
• Identify opportunities for operational process efficiencies, procedural changes and system
• enhancements
• Conduct effective resource planning within a workforce management and forecast logic,
• to maximize the productivity of resources (people, technology etc.)
• Monitor and improve employee quality requirements eg. occupancy, order accuracy and workload
• Monitor and improve ordering, communication channels like Chat and other procedures
• Ensure all employees follow company's best practices for Order Management
• Provide support to Field Sales (Sales, Therapie employees ) for DE as needed
• Coordinate and initiate conference calls and WebEx meetings
• Special projects as assigned
• Education and Experience:
• Minimum Requirements:
• Degree or relevant experience
• Experience of working in a back office and/or call center in the medical industry, at supervisor
• level.
• Preferred Skills and Competencies:
• Relevant customer service experience.
• Experience working in a fast-paced, high-growth, performance in a deadline driven environment.
• Ability to manage own workload efficiently and prioritize objectives accordingly.
• Excellent interpersonal and communication skills; both written and verbal.
• Excellent analytical and problem solving skills, combined with strong business judgement.
• Physical Requirements (if applicable):
• The ability to work overtime to meet business objectives is required, including some weekends.
• Requires sitting and standing associated with a normal office environment.
• Manual dexterity needed for using a computer keyboard.
• Lightweight lifting may be required.
• 25% business travel as required
• We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
• Please read our Privacy Notice to learn how Insulet handles your personal information when you apply for a vacancy with us here .

Benefits

Additional Information

Location - Remote/and or Frankfurt Area Job Title: Customer Care Operations Team Lead Department: Customer Care Position Overview: As a TL Order Management, you play a critical role in ensuring day-to-day business operations, protecting the patient's order-, pre-billing- and delivery journey to ensure maximum reach, efficiency and impact. This role is responsible for overseeing a team of agents , the implementation of continuous performance improvements and stabilise the daily business. The Team Lead provides leadership and operational input, up to multiple Agents and belongs teams of agents (internal and/or external) Act as a senior point of alignment together with the Senior Team Lead and collaborate operational with the key interface departments: Sales, HR global, Billing, and cross functional stakeholders. Strong experience within workforce management, capacity planning, quality and forecast for constantly managing the daily business The TL Lead Order Management and his teams report disciplinary and professionally directly to the Senior TL Order Management G(SA)

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