Job Description
Senior Manager, Integrated Customer Care Centers
Brooklyn, OH, USA Plano, TX, USA Virtual
Req #993
ABOUT INOGEN Inogen was founded in 2001 to improve quality of life and increase freedom and independence for oxygen therapy users. Inogen is innovation in oxygen therapy. The Inogen mission is to improve freedom and independence for oxygen therapy patients through innovative products and services. Inogen is a manufacturer and Accredited Homecare Provider. Inogen is focused on quality care, continuous improvement, and outstanding customer satisfaction. We are a stable, USA based company dedicated to providing an exciting and rewarding career to our employees. We completed a successful Initial Public Offering on the NASDAQ in 2014 and have demonstrated substantial growth over the last five years. Our work environment is casual yet high performing, and we are looking for seriously talented, motivated, and fast-paced professionals to join our team.
Job Summary:
The Sr. Manager, Integrated Customer Care Centers oversees the daily functions of the Customer Care Center (CCC), Gold Star Set Ups and Clinical Specialist Call team(s) and initiatives. This role will have oversight of inbound telephone and omni channel service experience enquiries over internet, email, mail etc. that will help address the needs of the patients regarding inquiries, supply sales, replacement orders, returns, technical trouble shooting and repair orders.
The Sr. Manager, Integrated Customer Care will manage the Customer Care Center (CCC), Gold Star Set Ups and Clinical Specialist Call team(s) to ensure the needs of the customer are expeditiously and accurately addressed with emphasis on delivering exceptional experiences, as measured through metrics like Avg Speed of Answer, abandon rate, Agent-sat, customer satisfaction (CSAT), FCR (first contact resolution), issue resolution lead time, accuracy in terms of calls routed to the appropriate call owner outside of the Integrated Call Center. This role also has project management, budgetary and metric responsibilities in managing technology and process improvement initiatives that will promote customer experience and cost efficiency improvements. The role requires managing through cross functional needs and frequent executive communication.
Responsibilities (Specific tasks, duties, essential functions of the job)
- Build a long-term strategic roadmap in partnership with Enterprise Enablement (EE) that enables Inogen CCC to efficiently support growth, while minimizing customer effort/friction and driving exceptional experiences.
- Oversee all Gold Star Set Up customer interactions to ensure the plan of call and equipment set up processes are occurring within SLA and with minimal disruption to the business and customers.
- Oversee other call centers such as the Clinical Specialist Call representatives who are responsible for assisting with respiratory clinical aspects required.
- Build and execute an annual operating plan that aligns with the long-term strategy.
- Develop capability through recruiting, training, and upskilling, as well as capacity through process enhancements and technology to manage growth and attrition effectively
- Deploy and manage an omnichannel platform, while continuing to create capabilities that reduce cost per intake for the company
- Design and execute a voice of the customer (VOC) strategy that creates access to actionable insights through patient feedback across channels
- Reduce the number of unrecovered devices in the field through a scalable and sustainable strategy.
- Responsible for selection, hiring, training and development of departmental staff.
- Ensures department staff has all the necessary information needed to provide technical support to end-users for Inogen products.
- Utilize key performance indicators to manage budget responsibilities associated with Customer Care Center technical support functions.
- Develop and maintain new-hire training materials, programs, and evaluation tools.
- Utilize and lead workforce management tools and resources to ensure adequate and optimum staffing across service intervals and agent efficiency.
- Manage automated phone systems, tracking volumes, after hours usage, scripting, and workgroup management.
- Manage and promote call quality initiatives to improve CSAT and agent quality scores.
- Maintain and keep current all departmental scripting, training, and comprehensive testing materials.
- Capture and download data to fulfill departmental metric reporting.
- Provide routine analysis on call volume and offline work fluctuations to appraise executives of trends in product quality deficiency and customer preference changes.
- Manage customer relationship management (CRM) and workforce management tool utilization to improve first call resolution and reduce repeat calls.
- Manage cross-functional feedback to advocate for the needs of the patients (VOC) and promote inter-departmental collaboration.
- Manager customer experience initiatives and projects that drive continuous improvement for better service, automation, and cost efficiency.
- Multi-site management and 25% travel.
- Maintain regular and punctual attendance.
- Comply with all company policies and procedures.
- Assist with any other duties as assigned.
Knowledge, Skills, and Abilities
- Demonstrate critical thinking, problem solving, decision making, sound judgement and assertiveness as needed.
- Strong relationship building and interpersonal skills in working with internal and external customers.
- Ability to work self-manage and work independently.
- Ability to thrive in a dynamically changing organization.
- Excellent management skills, both individual as well as projects.
- Excellent oral and written communication skills required and ability to tailor those to the audience across front line reps all the way to an executive level audience.
- Attention to detail is required.
- Effective conflict resolution skills.
- Excellent planning and organizational skills.
- Ability to effectively interface with different departments within the company.
- Ability to articulate and promote data driven decision making.
Qualifications (Experience and Education)
- Bachelor’s degree in Business, English, Communications, or related field, required.
- 7 years’ experience of Customer Services, Call Center Management, required.
- 2 years’ management experience, with a minimum of five direct reports required.
- 3 years of Omni-channel customer experience management, preferred.
- 5 years of healthcare customer service or technical support experience, preferred.
- Advance knowledge/proficiency in workforce management tools (Avaya, CISCO, Monet, New Voice media), quality management (QM) tools, VOC, CRM automation (salesforce, oracle etc.) and intermediate proficiency with Microsoft Office tools 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.