Pharmaceutical Call Center Manager - Hyrbrid

About the role

The Engagement Center Manager is responsible for managing and leading daily operations of a patient-focused pharmaceutical support center, driving service excellence, team performance, and compassionate engagement throughout the patient journey.

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.
• Auxiliary in establishing Key Performance Indicators (KPIs) 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 Standard Operating Procedures (SOPs) are adhered to and works with Quality Assurance (QA) to review and create new SOPs as necessary.
• Create inbound and outbound scripts to be utilized by Support Solution Specialists.
• Participate 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.
• Perform other duties as assigned.
• 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.

Qualifications

• Knowledge of call center operations and processes.
• Experience in inbound and outbound call center programs.
• Skills in telephone and/or customer service experience and etiquette.
• Skills 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.
• Analyzing information and targeting trends.
• Continually seeking ways to provide better customer service.
• Effective at group involvement identifying problems and solutions.
• Organizing people and systems to achieve goals.
• Strong analytical skills.
• Proficiency in MS Word, PowerPoint, & Excel with an emphasis on creation, design & maintenance of spreadsheets.

Benefits

Competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work.

Pay

Details on pay will be provided upon interview.

Schedule

Details on schedule will be provided upon interview.

Additional Information

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. 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?

Contact

To learn more about this opportunity, please visit our careers page or contact us directly.