Customer Care Operations Team Lead

Job Title: Customer Care Operations Team Lead, Europe

Department: Customer Care

Position Overview:
Due to organizational changes this role is a newly created position located in Lisbon and reports directly to the Senior Manager, Customer Care Operations. The primary responsibilities are cantered on the partnership between Insulet and the third party call centre, including the distribution centre and other key stakeholders.

The ideal candidate must possess strong communication skills and demonstrate the ability to work effectively in a key cross-functional role, as well as an ability to contribute creative, yet practical solutions to problems.

Responsibilities:

• Work with Senior Customer Care Operations lead to support daily call centre operations and effective order management
• Identify opportunities for process efficiencies, procedural changes and system enhancements
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Monitor and improve ordering, telephone handling and other procedures
• Ensure all employees follow company’s best practices for call center management and operations
• Oversee order governance and proactively identify supply chain risks
• Provide support to Field Sales (TM/CSM/Hybrid) for all EU countries 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 call centre in the medical industry, at supervisor level.

Preferred Skills and Competencies:

• Demonstrated 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.

#LI-Hybrid #LI-JW1

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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