This position supervises the day-to-day operations of the 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. Interacts and collaborates daily with Product Support Tier II, Post Market Surveillance, and Regulatory and Engineering teams.

Client Details

Is an innovative medical device company improving the lives of people with diabetes and other conditions through its Omnipod delivery system.

Description

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 the Corporation and across internal and 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 I team, serving as the main escalation point for any Customer questions or issues and managing processes.
* Cross-functional collaboration on projects focused on overall agent and customer experience.
* Responsible for coordinating and assisting with incentive plans.
* 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 I related reports.
* Provides coaching and feedback in accordance with department and company goals.
* Participates in the 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, and escalated calls as needed.
* Ensures adherence to Regulatory, Quality and accreditation standards.
* Participates in special projects and performs other duties as assigned.

Profile

• College degree.
• 2+ years working in a regulated environment.
• 2+ years working in a contact center.
• Knowledge of Diabetes preferred.
• Experience working with a Medical Device.
• 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 Quality Assurance and Incentive Programs within a Contact Center preferred.
• An equivalent combination of education and experience which provides proficiency in the area of responsibility listed in the job description may be substituted for the above requirements, unless certification, licensure or registration is required.

Job Offer

35,000 +

• Employer paid medical, dental, vision and life insurance; medical insurance for employee. Dependents (spouse and children under 24 years old)
• 5 days Personal Time Off granted
• 10 Holidays per year
• 12 Vacation days after one year of service, granted upon anniversary date
• 30 % Vacation Bonus
• 20 days Christmas Bonus per year
• 15% Cash Pantry Coupons (without the legal cap)
• Savings Fund at 8% (legally capped)
• Education Reimbursement up to 54,000 MXN per year
• Certification Reimbursement up to $3,000 USD Per year
• Work at Home Bonus for office equipment 1 time $300 USD