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

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 DESCRIPTION 

The Workforce Management Analyst is responsible for all Customer Care Center workforce management activities. This role uses data, technology, and scheduling best practices to develop, maintain and manage schedules for Advocates who provide support and service to respiratory patients that have purchased directly from Inogen or have enrolled in Inogen's home respiratory therapy services. This position is responsible for monitoring, reporting and analysis of call patterns. Responsible for accurate forecasting, intraday monitoring, workforce planning and distribution of skilled resources to meet/exceed department objectives.

Key Competencies:

  • Responsible for the Customer Care Center workforce management activities.
  • Monitor agent schedule adherence real-time and call out non-adherent events
  • Ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
  • Change agent skill associations in the system and or provide historical reporting.
  • Work closely with Management to assist in enforcing schedule adherence and call time threshold guidelines for the campaign.
  • 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.
  • Assist with Customer Care Center recognitions.
  • Proactively makes recommendations on staffing needs to ensure optimal occupancy.
  • Provides accurate forecasting to help manage internal requests that have an impact on the staffing plan.
  • Incorporate external events into planning models.
  • Partner with internal teams to evaluate potential KPI from planned initiatives.
  • Create & publish regular and ad hoc reports.
  • Facilitate meetings with management team.
  • Present analytical data to management team.
  • Identify & implement internal process and/or tool improvements.
  • Responsible for assisting with reporting, special projects, and any other work-related duties as needed.
  • Adheres to Inogen's core values.

Do you possess these abilities?

  • Excellent verbal and written communication skills required
  • Outstanding interpersonal, problem solving, and decision-making skills is required
  • Strong Analytical Skills required to critically assess situations and make decisions in real time is required
  • Experience with call center/contact center reporting and metrics is required
  • Experience with forecasting and trending is desired
  • Strong organization skills and attention to detail are required
  • Ability to take initiative and follow through on multiple open tasks required
  • Must have proven track record of successful team participation, as well as ability to work independently
  • Ability to prioritize and multi-task required
  • Must possess good time management skills
  • Must be organized with a strong attention to detail

Requirements:

  • 3+ years of workforce management call center/contact center experience required
  • 3+ years of experience with call center/contact center reporting, scorecards and metrics required
  • 3+ years prior experience working with workforce management technologies
  • Advanced skills in Microsoft Office Applications including Excel and other relevant software required
  • Completion of a 4-year Bachelor's Degree Program or equivalent combination of experience and education
  • Impeccable dependability regarding completion of assignments and personal attendance

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the office work environment is moderate.
  • A majority of their time will be spent working on the computer, typing, and meeting with others.

 

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 have 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

See the Inogen Team in action:

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

 

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

 

Inogen is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster and its supplement are available here: http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm; http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.  The pay transparency policy is available here: http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf.

Inogen is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to recruiting@inogen.net or call (972) 616-5668 and let us know the nature of your request and your contact information.

Inogen, Inc.
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