Call Center Operations Supervisor - Product Support

Position Summary
This position supervises the day-to-day operations of the Insulet Corporations Customer Care Product Support Tier II team and will be responsible for resolving escalated customer contacts, manage existing and new processes, and discover and implement continuous improvement opportunities through the analysis. This position interacts and collaborates daily with Insulet's Product Support Tier I, Post Market Surveillance, and Regulatory and Engineering teams and must be able to work effectively in a key cross-functional role and across external business partners.
The ideal candidate must demonstrate a strong customer service drive, understanding and knowledge of call center operations in a highly regulated FDA environment. Must also possess computer, coordination, planning and be able to work effectively in a key cross-functional role within Insulet Corporation and across external business partners.
Provides supervision - ensuring call handling and documentation meet regulatory requirements.
Supervise day-to-day operations for the Customer Care Product Support Tier II 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 Product Support structure.
Preparation of daily, weekly, monthly and quarterly Tier II related reports.
Provides coaching and feedback in accordance with department and company goals.
Manages Customer Care Product Support 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.
Participates in special projects and performs other duties as assigned.
Education and Experience
Minimum Requirements:
4 year college degree or 2+ years of relevant supervisory experience
2+ years working in a regulated environment preferred
2+ years working in a contact center
Knowledge of Diabetes preferred
Experience working with a Medical Device preferred
Preferred Skills and Competencies:
Other Highly Developed Skills / Competencies -
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 (if applicable):
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.
Travel may be required 10% of the time

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