Call Center Optimization Manager - LPBM52927-1

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

• 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
• Maintain 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
• 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
• Own and problem solve escalated complaints from customers ensuring timely resolution
• Prepare and maintain historical reporting and analytics. Report to leadership on ongoing performance and quality trends
• Own and problem solve escalated complaints from customers ensuring timely resolution

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
• Exhibits 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. 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