Job Description Summary

Added JD - 4/13/2020
Job Title: Vendor/BPO Product Support Supervisor

Department: Product Support

FLSA Status: Exempt


Position Overview:

This position manages the day-to-day operations of the Insulet Corporations Customer Care Product Support 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 II, CPS, Post Market Surveillance, and Regulatory and Engineering teams and must be able to work effectively in a key cross-functional role with internal, external, & vendor-based business partners.

 

Responsibilities:

The ideal candidate must demonstrate a strong customer service drive, understanding and knowledge of contact center operations in a highly regulated FDA environment, including one or more of the following domains – Contact Center Operations, Contact Center Quality, Contact Center Training & Development, Contact Center Technology, Contact Center Analytics. Must also possess computer, coordination, planning and be able to work effectively in a key cross-functional role within Insulet Corporation and across internal and external business partners.

• Ensures contact handling, documentation, and performance metrics meet contractual requirements
• Manages day-to-day operations for the vendor-based Customer Care Product Support Tier I team, serving as the main escalation point for any customer or agent-based questions/issues on products, processes, & contact handling.
• Cross-functional collaboration on projects focused on overall agent/customer experience & new product/process deployment related to the Customer Care Product Support Tier 1 team.
• Define, manage and implement enhancements to processes and systems to refine the vendor-based Customer Care Product Support Tier 1 structure.
• Preparation of daily, weekly, monthly and quarterly vendor-based Customer Care Product Support Tier I related reports.
• Provides coaching and feedback to vendor-based teams in accordance with department, company, & contractual goals/metrics.
• Participates in the Customer Care Product Support quality program, conducting quality audits and calibration of quality scoring with leadership team.

• Collaborates with the Customer Care Product Support Learning & Development team to identify training needs & learning opportunities within the vendor-based Customer Care Product Support Tier 1 team.
• Participates in special projects and performs other duties as assigned.

Education and Experience:

• 4 year college degree, or equivalent work experience
• 2+ years working in a regulated environment.
• 2+ years working in a technical support contact center environment

• 2+ years managing teams in contact center environment
• Excellent oral, written, & interpersonal skills.

• Demonstrated customer service/customer experience skills leading to high satisfaction customer outcomes.
• Must have the ability and drive to take on multiple projects while balancing multiple priorities and critical deadlines.
• Experience with providing coaching and corrective action feedback.
• Experience with one or more of the following - Contact Center Quality Assurance tools & methodology, Learning & Development tools & methodology, Contact Center technology, tools, & analytics within a Contact Center.
 

 

Preferred Skills and Competencies:

• Knowledge of Diabetes, Diabetes Consumer Technology, & Disease State Management.

• Experience working with, using, or providing training on a medical device.

• Experience managing an outsourced vendor/BPO partner.
• Must be self-motivator and self-starter.
• Focus on quality and customer service.
• Exceptional listening and analytical skills.
• Solid time management skills.
• Must be able to effectively collaborate, influence, & communicate within a matrixed organization.
• Ability to multitask and successfully operate in a fast paced, team environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Must be able to work independently while contributing to the goals of the team.

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 10%-20% per month based on needs of the business; Most common locations: Acton MA, San Jose, Costa Rica, Mumbai, India
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Additional Information:

The US base salary range for this full-time position is $74,475.00 - $111,712.50. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in the primary work location in the US. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your Talent Acquisition Specialist can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.