Pharmaceutical Call Center Manager - Hyrbrid

Key Job Responsibilities

• Interview, select, train and support/coach full-time and temporary Engagement Center representatives.
• Monitor telephone representatives regularly to ensure that calls are being handled properly and scripts are being followed (including call activity and volume reporting).
• Track attendance and provide feedback, support and discipline to Engagement Center representatives.
• Manage training programs (internal and external) and monitor Engagement Center representatives.
• Assist in establishing KPI’s and manage staff to them.
• Manage project operations within the call center to meet client expectations.
• Act as department contact for all client issue escalations.
• Ensure SOP’s are adhered to and works with QA to review and create new SOP’s as necessary.
• Create inbound and outbound scripts to be utilized by Support Solution Specialists.
• Aid in application testing and work closely with the IT department to diagnose and address system deficiencies and issues as they affect the productivity of the call center.
• Responsible for merging and sending program related faxes as needed and monitoring/reporting their success and return rate.
• Create and provide reporting to include but not limited to call volume, call success rate, hours used per program, and expected completion dates, trending, feedback, and agent adherence.
• Create all applicable work instructions for new projects and update existing work instructions as needed when changes occur during a project life cycle.
• Be able to problem solve and participate in the process of creating solutions.
• Proactive communication to Client Services team to ensure client goals and deadlines are met, providing recommendations to enhance program success when necessary and execute in a timely manner.
• Supervise call volume activities and production to ensure maximum efficiency. Provide guidance and direction to staff, covering all aspects of customer service standards/procedures, ensures adherence to policies and procedures and initiates programs to enhance productivity and customer care.
• Maintain contact with client and other departments as a customer service liaison and troubleshooter to resolve complex customer service problems.

Education And Experience Required

• A High School Diploma.
• Minimum 3 years’ supervisory experience in a call center environment.

Preferred

• A Bachelor's Degree.
• Experience developing user level software requirements.

Job Qualifications

• Knowledge of call center operations and processes.
• Experience in inbound and outbound call center programs.
• Skill in telephone and/or customer service experience and etiquette.
• Skill in using computer systems and call center software.
• Ability to effectively coach and motivate a team to meet expectations.
• Ability to work with a team and maintain a positive attitude.
• Ability to communicate clearly and effectively - written and verbal.
• Ability to be flexible and willing to work on a variety of different projects and tasks as needed.
• Ability to multitask, prioritize day-to-day responsibilities and meet deadlines.
• Analyze information and target trends.
• Continually seek ways to provide better customer service.
• Effective at group involvement identifying problems and solutions.
• Organize people and systems to achieve goals.
• Strong analytical skills.
• Proficiency in MS Word, Power-point, & Excel with an emphasis on creation, design & maintenance of spreadsheets.

At Syneos Health

• We are dedicated to building a diverse, inclusive and authentic workplace.
• We encourage you to apply if your past experience doesn’t align perfectly, we encourage you to apply anyway.
• We also encourage you to join our Talent Network to stay connected to additional career opportunities.
• Why Syneos Health?
• Here, the work is challenging, and the pace is exhilarating.
• By joining one of our commercial teams, you’re empowered to succeed with the support, resources, and autonomy that you need.
• The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities.
• Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined.
• Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients.
• Experience the thrill of knowing that your everyday efforts are contributing to improving patients’ lives around the world.
• Work Here Matters Everywhere | How are you inspired to change lives?
• Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled).

Benefits

• A competitive compensation package.
• Health benefits to include Medical, Dental and Vision.
• Company match 401k.
• Flexible paid time off (PTO) and sick time.