The Customer Care Center Supervisor will supervise a team of Customer Care Representatives to support and service respiratory patients that have purchased directly from Inogen or have enrolled in Inogen's home respiratory therapy services through the Contact Center Operation. The supervisor will hold the team accountable for managing the contact center call flow, volume, contact center support operations, daily tasks, and monthly metrics. Conducts on-going analysis for process improvements and ensures effective training is conducted in the department.
Responsibilities (Specific tasks, duties, essential functions of the job)
Resolves patients and provider concerns that are escalated by Customer Care Representative.
Monitors calls for Quality Management in accordance with the Center of Excellence Quality Management System.
Leads the team in achieving monthly metrics by managing call flow, volume, AHT, ASA, Occupancy Rate and daily tasks.
Conducts on-going analysis for process improvements, improved efficiency and improved customer service.
Regularly reviews data entry processes to ensure accuracy.
Maintains current knowledge regarding Inogen’s best practices. Evaluates, identifies, and recommends systems and practices that would enhance and improved productivity.
Maintain strict confidentiality of client, company and personnel information.
Assisting in interviewing or recommending applicants to meet staffing needs based on yearly budget.
Ensures the training and development of staff by identifying training needs and establishing initiatives to meet departmental goals, including product changes.
Maintains a positive work environment and structure that supports self-directed teams to improve their skills, knowledge, and capability of the team.
Promotes open-communication, employee recognition, and administrates effective employee relation practices.
Supports sales direct to patient and/or to provider in collaboration with sales representative, distributors, and partners both domestically and internationally.
Assists in personnel actions such as conducting performance reviews and disciplinary action.
Provide sales support for field sales representatives and DTP sales representatives.
Maintain regular and punctual attendance.
Comply with all company policies and procedures.
Assist with any other duties as assigned.
Knowledge, Skills, and Abilities
Excellent management skills, both of individuals as well as projects.
Must have strong work ethic.
Attention to detail is required.
Effective conflict resolution.
Analytical & problem-solving skills & ability to multi task.
Solutions-oriented problem solver.
Ability to effectively interface with different departments within the company.
Effective verbal, written communication skills and ability to develop training programs.
Self-motivated, flexible, creative problem solving, out of the box thinker.
Ability to relate positively with customers.
Ability to train employees on all products and processes.
Must possess good time management skills and have the ability to prioritize.
Qualifications (Experience and Education)
Associate degree in Business, English, Communications, required.
5 years of experience in Customer Services, Call Center Management or Sales Organization, required.
1-2 years in a lead or supervisory role, required.
Intermediate knowledge/proficiency in Microsoft Office, Alliance, Oracle or SalesForce.com, required.
A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.
