Inogen, Inc.
  • Customer Care Center
  • Dallas, TX, USA
  • Hourly
  • Full Time

Medical, Dental, Vision, 401(K), Employee Stock Purchase Plan


JOB DESCRIPTION The Team Lead is responsible for Customer Care Center workforce management monitoring. This role uses data, technology, and scheduling best practices to develop, maintain and manage schedules for customer care agents who provide customer care support. Responsible for accurate forecasting, intraday monitoring, workforce planning and distribution of skilled resources to meet/exceed department objectives. Works as a team member supporting internal and external customers.

 

Team Lead Competencies:

  • Responsible for the Customer Care Center workforce management activities
  • Monitor agent schedule adherence real-time and report any schedule deviations
  • Ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day
  • Provide historical reporting from our Salesforce platform & New Voice Media telephony platform
  • Work closely with Management to assist in enforcing schedule adherence and call time threshold guidelines
  • Monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds
  • Watch real-time statistics across various measures such as answer rates or staffing interval requirements to ensure department standards are met
  • Assists in handling complex/escalated calls from customer care agents
  • Help define improved departmental process and workflow
  • Motivate and drive staff to achieve desired results
  • Develop and implement process changes that provide benefits to all customers
  • Handle escalated issues and de-escalate callers when necessary
  • Provides direct communication to the Supervisors/Manager of the department to identify areas of opportunity

Team Lead Responsibilities:

  • Act as an information source for internal and external customers in products & services
  • Contributes to the continuous improvement of service to customers and overall processes.
  • Assists in handling complex/escalated calls from nationwide customers
  • Process customer complaints, assists as a technical expert who performs product troubleshooting
  • Assists in managing workforce telephony platform
  • Manage daily order management in Salesforce platform
  • Assist in handling workforce management related to call volume & order management
  • Responsible for assisting with reporting, special projects, and any other work-related duties as needed
  • Assist in monitoring inbound customer support calls related to quality assurance

Key Requirements

  • Two years of workforce management call center experience required
  • Two years of experience with call center reporting, scorecards and metrics required
  • Advanced skills in Microsoft Office Applications including Excel and other relevant software required
  • Salesforce experience desired
  • 5+ years Customer Service background or relevant work experience required.
  • Previous team management in a customer care work environment

 

WHY INOGEN Inogen is a dynamic company that is not only focused on quality care of patients, but is also committed to being a top employer. Each of Inogen's offices has a casual culture that supports employees being responsible and developing professionals. We Offer Competitive Salaries And a Robust Benefit Package Employee Stock Purchase Plan 401 (K) plan available for all employees Health, dental, vision insurance Flexible spending accounts and wellness discount program Life Insurance Long Term Disability Robust paid time off and 8 paid holidays Employee Assistance Program

 

Inogen Where we go to work hard to positively impact people's lives

 

See The Inogen Team In Action:

https://www.youtube.com/watch?v=dKoTMeJf5J4

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, pregnancy, marital status, national origin, citizenship status, disability, military status, genetic predisposition or carrier status or any other legally protected characteristic.

Inogen, Inc.
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