Director, Workforce Management, Customer Experience & Quality

About the role

EVERSANA is a global company dedicated to creating next-generation commercialization services for the life sciences industry. We serve over 650 clients, including biotech start-ups and established pharmaceutical companies, and aim to bring innovative therapies to market.

Responsibilities

• Lead and oversee Workforce Management, Quality Management, and Operations Training functions.
• Design, build, and refine staffing models, forecasts, and capacity plans for both call center and non-call center operations.
• Partner with Operations and Client Services leadership to develop long-term workforce plans.
• Manage and train the workforce, ensuring high-quality service delivery and workforce optimization.
• Develop and administer quality monitoring programs and training curricula.
• Communicate workforce, quality, and training performance metrics to senior leadership.
• Identify and implement process improvements and best practices.
• Mentor and develop a team of individual contributors.

Requirements

• Minimum 8+ years of progressive experience in workforce management, with direct leadership experience in Workforce Management, Quality, and Training functions.
• Prior experience in a BPO, outsourced services, or other B2B operations organization.
• Expertise in NICE contact center and workforce management platforms (NICE CXone, NICE WFM).
• Advanced knowledge of forecasting, scheduling, and statistical modeling techniques.
• Experience designing and overseeing training curricula and onboarding programs.
• Ability to lead through other managers and build high-performing teams.

Qualifications

• Bachelor’s degree in business, operations management, or related field required; Master’s degree preferred.
• Proven experience building staffing models for both call center and non-call center operations.
• Proficiency in Microsoft Excel and other Microsoft Office applications.
• Experience in a healthcare, life sciences, or pharma services environment.

Skills

• Strategic thinking and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities and deadlines.
• Strong analytical and data-driven decision-making skills.

Benefits

We offer competitive salaries and benefits, including:

• Comprehensive health insurance options.
• Flexible spending accounts (FSA) for medical and dependent care expenses.
• Retirement savings plans (401(k) with company match).
• Employee assistance program (EAP) for counseling and support services.
• Continuing education and professional development opportunities.
• Flexible work arrangements and remote work options.

Pay

Base salary range: $120,000 - $180,000 annually, depending on experience and location.

Schedule

Full-time position, 40 hours per week, Monday through Friday.