Manager, Contact Center Services - ONSITE - Sierra Solutions Group
Princeton, NJ 08540
About the Job
Job Summary
We are looking for a Contact Center Services Manager for our Pharmaceutical client in the Princeton area.
Primary Responsibilities
Education and Experience
We are looking for a Contact Center Services Manager for our Pharmaceutical client in the Princeton area.
Primary Responsibilities
- Management and oversight of an outsourced pharmaceutical Contact Center whose functions include Safety reporting, Medical Information, and internal switchboard functions.
- Provides directional support to the Contact Center vendor on all company processes and functions.
- Manages vendor system access, E-learning training access, and all other technical support setup functions.
- Partners with all internal company stakeholders on the coordination of all Contact Center projects, requests, performance issues, reports, and internal metrics.
- Coordinates all Contact Center escalations and triages internally as needed.
- Management of all documentation of all Contact Center SOP’s, Work Instructions, IVR’s, Product FAQs, and other related business functions.
- Works daily with vendor to ensure Contact Center SLAs are met according to budget, time, and scope.
- Provides Contact Center project status reports to leadership on a regular basis.
- Quality Monitoring of Contact Center cases & phone calls to ensure service quality and performance is provided.
- Management of all Contact Center stakeholder meetings, reports, and metrics.
- Performs systems testing/UAT testing on case entry database.
Education and Experience
- Bachelor’s degree
- 3+ years of operational experience within Pharma/Healthcare/Life Sciences
- 5+ years of Contact Center Operations experience
- Strong understanding of Contact Center technology/IVR/CRM systems
- Excellent client relationship management, negotiation, and conflict resolution skills
- Strong project management & governance skills
- Excellent written & verbal communication skills
- Ability to perform independently & efficiently in a fast pace, demanding environment
- Must be proactive with a strong sense of urgency
- Ability to pivot and work with different cross functional teams
- Comfortable with system testing/prior UAT experience
- MS Office & Microsoft Teams
- Preferred: Prior working knowledge of PV/Safety case reporting experience (AE/PQC reporting)
Source : Sierra Solutions Group