Call Center Optimization Manager
Princeton, New Jersey, United States
Job Summary
Occupation
Customer Service
Specialty
Call Center Manager
Location
08648, Lawrence Township, New Jersey, United States
Visa Sponsorship
No
Job Description
Last Update:
1/11/24
Role is 50% onsite (hybrid) at Summit or PPK locations.
Position Summary
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.
Key Responsibilities
Patients are at the center of everything we do here. Be obsessed with the experience of our customers and how we can best support them throughout their journeys
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
Qualifications & Experience
Bachelors degree required
5+ years of Contact Center (Call Center) experience in Life Sciences, Pharmaceutical, or Healthcare industries. Knowledge of REMS program requirements is 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 guies, 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
Job Types: Full-time, Contract
Pay: $50.00 - $60.00 per hour
Schedule:
8 hour shift
Education:
Bachelor's (Required)
Experience:
Call center: 5 years (Required)
Pharma or biotech industry: 3 years (Required)
SOP: 3 years (Required)
Language:
Spanish (Required)
Work Location: Hybrid remote in Township of Lawrence, NJ 08648
Position Summary
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.
Key Responsibilities
Patients are at the center of everything we do here. Be obsessed with the experience of our customers and how we can best support them throughout their journeys
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
Qualifications & Experience
Bachelors degree required
5+ years of Contact Center (Call Center) experience in Life Sciences, Pharmaceutical, or Healthcare industries. Knowledge of REMS program requirements is 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 guies, 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
Job Types: Full-time, Contract
Pay: $50.00 - $60.00 per hour
Schedule:
8 hour shift
Education:
Bachelor's (Required)
Experience:
Call center: 5 years (Required)
Pharma or biotech industry: 3 years (Required)
SOP: 3 years (Required)
Language:
Spanish (Required)
Work Location: Hybrid remote in Township of Lawrence, NJ 08648