Pine Plains, New York
Pharmaceutical Company in NY/NJ area
Management and oversight of an outsourced Call Center for a pharmaceutical company.
Provides direction & support to the Call Center vendor on all administrative Call Center
Manages vendor system access, ELMS training access, and all other technical support
Partners with internal stakeholders on the coordination of all Contact Center projects,
requests, performance issues, reports, and internal metrics.
Handles all Call Center escalations and triages internally as needed
Manages all Call Center SOP’s/Work Instructions/Call Flows and all other business
documentation as needed.
Works directly with vendor to ensure Call Center SLA’s are met according to budget,
time, and scope.
Provides Call Center project status reports to leadership on a regular basis.
Reviews Call Center recorded calls as needed to ensure service quality and performance
Manages all Call Center vendor/internal stakeholder meetings to ensure resolution of
reported issues as needed.
Performs systems testing/UAT testing on all Call Center case entry/workflow process
Skills and Experience
3+ years of operational experience within Pharma/Healthcare/Life Sciences
5+ years of Contact Center/Call Center Operations experience
Strong understanding of Call Center technology/IVR/CRM systems
Excellent client relationship management, negotiation, and conflict resolution skills.
Strong project management & governance skills
Excellent written & verbal communication skills.
Ability to perform independently & efficiently in a fast pace, demanding environment.
Must be proactive with a strong sense of urgency
Ability to pivot and work with different cross functional teams
Comfortable with system testing/prior UAT experience
MS Office & Microsoft Teams
Prior working knowledge of PV case reporting experience (AE/PQC reporting)
REMOTE 1 year contract