Call Center Optimization Manager-Hybrid

Key Responsibilities

• Ensure patient safety through reviewing multi-channel interactions in accordance with policies to achieve quality measures, including analysis and feedback of quality related data.
• Maintain high quality performance and adherence to regulations, SOPs, and contractual requirements.
• Collaborate with REMS Customer Engagement team in creating and managing 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 partners to calibrate and improve quality of team performance.
• Ensure 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 enhancements/updates and participate in feedback sessions.

Qualifications & Experience

• Bachelor's 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
• Strong call monitoring skills with the 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
• 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
• Fluent in English both written and spoken; Bilingual experience (Spanish) is a plus