Supervisor Customer Care

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)

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

Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.

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!

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