Call Center Optimization Manager In Pharmaceutical
Princeton, New Jersey, United States
Job Summary
Occupation
Customer Service
Specialty
Call Center Manager
Location
Township of Lawrence, New Jersey, New Jersey, United States
Visa Sponsorship
No
Job Description
Last Update:
1/11/24
CALL CENTER OPTIMIZATION MANAGER IN PHARMACEUTICAL LAWRENCE TOWNSHIP, NJ
Role is 50% onsite (hybrid) at Summit or PPK locations.
Project Description:
Reporting to the Associate Director, GRM Customer Engagement Quality & Compliance, the Manager plays an important role as part of our Global Risk Management team in ensuring patient safety.
This role is instrumental in the management of our external partners contact center performance, ensuring all REMS interactions with Healthcare Professionals and Patients are managed in a high quality, compliant, and consistent manner.
Ensure patient safety through reviewing multi-channel interactions in accordance with our policies to ensure quality measures are achieved, including analysis and feedback of quality related data .
Maintaining high quality performance and adherence to regulations, SOPs, and contractual requirements .
Collaborate with REMS Customer Engagement team in creating and managing the quality service standards, SOPs, and work instructions .
Serve as subject matter expert on all REMS Customer Engagement processes and procedures .
Conduct routine coaching and feedback sessions with external contact center partner(s) to calibrate and improve quality of team performance .
Ensure the Key Performance Indicators (KPIs) across all channels, as well as external partners and internal capabilities, are monitored effectively and efficiently .
Utilize KPIs, monitoring, and interaction data to highlight customer friction points which can be optimized .
Prepare and maintain historical reporting and analytics. Report to leadership on ongoing performance and quality trends .
Ensures audit readiness both internally and externally within assigned area(s) of responsibility .
Own and problem solve escalated complaints from customers ensuring timely resolution .
Support user acceptance testing of system enhancement/updates and participate in feedback sessions .
Maintain in-depth knowledge of all applicable Corporate SOPs and directives .
Performs other duties and projects as assigned .
Required Skills:
Bachelor's degree required .
5+ years of Contact Center (Call Center) experience in Life Sciences, Pharmaceutical, or Healthcare industries.
Knowledge of REMS program requirements are a plus.
Equivalent combination of advanced degree and less experience will be considered.
Exhibits strong call monitoring skills with the ability to ability to analyze and recognize subtleties in a conversation covering all aspects of calls from customer experience, to quality .
Experience in defining and writing training content, user guides, work instructions, and SOPs .
Proven ability to urgently troubleshoot and problem solve escalated issues from both customers and internal matrix stakeholders.
Must be able to own the issue from identification to resolution .
Demonstrated ability to identify, coach, and track performance issues of call center representatives .
Effective communicator with excellent verbal and written skills both in comprehension and expression .
Prior quality assurance and/or training experience within call center preferred .
Exhibits all corporate Values (Integrity, Innovation, Urgency, Passion, Accountability, and Inclusion) .
Fluent in English both written and spoken; Bilingual experience (Spanish) is a plus .
This 12+ month position starts ASAP.
ALPHA'S REQUIREMENT #23-00586MUST BE ELIGIBLE TO WORK IN THE U.S. AS AN HOURLY W2 EMPLOYEE
Job Types: Full-time, Contract
Benefits:
401(k)
Dental insurance
Health insurance
Health savings account
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Work Location: One locationHealth insurance
Role is 50% onsite (hybrid) at Summit or PPK locations.
Project Description:
Reporting to the Associate Director, GRM Customer Engagement Quality & Compliance, the Manager plays an important role as part of our Global Risk Management team in ensuring patient safety.
This role is instrumental in the management of our external partners contact center performance, ensuring all REMS interactions with Healthcare Professionals and Patients are managed in a high quality, compliant, and consistent manner.
Ensure patient safety through reviewing multi-channel interactions in accordance with our policies to ensure quality measures are achieved, including analysis and feedback of quality related data .
Maintaining high quality performance and adherence to regulations, SOPs, and contractual requirements .
Collaborate with REMS Customer Engagement team in creating and managing the quality service standards, SOPs, and work instructions .
Serve as subject matter expert on all REMS Customer Engagement processes and procedures .
Conduct routine coaching and feedback sessions with external contact center partner(s) to calibrate and improve quality of team performance .
Ensure the Key Performance Indicators (KPIs) across all channels, as well as external partners and internal capabilities, are monitored effectively and efficiently .
Utilize KPIs, monitoring, and interaction data to highlight customer friction points which can be optimized .
Prepare and maintain historical reporting and analytics. Report to leadership on ongoing performance and quality trends .
Ensures audit readiness both internally and externally within assigned area(s) of responsibility .
Own and problem solve escalated complaints from customers ensuring timely resolution .
Support user acceptance testing of system enhancement/updates and participate in feedback sessions .
Maintain in-depth knowledge of all applicable Corporate SOPs and directives .
Performs other duties and projects as assigned .
Required Skills:
Bachelor's degree required .
5+ years of Contact Center (Call Center) experience in Life Sciences, Pharmaceutical, or Healthcare industries.
Knowledge of REMS program requirements are a plus.
Equivalent combination of advanced degree and less experience will be considered.
Exhibits strong call monitoring skills with the ability to ability to analyze and recognize subtleties in a conversation covering all aspects of calls from customer experience, to quality .
Experience in defining and writing training content, user guides, work instructions, and SOPs .
Proven ability to urgently troubleshoot and problem solve escalated issues from both customers and internal matrix stakeholders.
Must be able to own the issue from identification to resolution .
Demonstrated ability to identify, coach, and track performance issues of call center representatives .
Effective communicator with excellent verbal and written skills both in comprehension and expression .
Prior quality assurance and/or training experience within call center preferred .
Exhibits all corporate Values (Integrity, Innovation, Urgency, Passion, Accountability, and Inclusion) .
Fluent in English both written and spoken; Bilingual experience (Spanish) is a plus .
This 12+ month position starts ASAP.
ALPHA'S REQUIREMENT #23-00586MUST BE ELIGIBLE TO WORK IN THE U.S. AS AN HOURLY W2 EMPLOYEE
Job Types: Full-time, Contract
Benefits:
401(k)
Dental insurance
Health insurance
Health savings account
Vision insurance
Schedule:
8 hour shift
Monday to Friday
Work Location: One locationHealth insurance