PEC Operations Manager

Operations Manager

Valeris is a fully integrated life sciences commercialization partner that provides comprehensive solutions that span the entire healthcare value chain. Formed by the merger of PharmaCord and Mercalis, Valeris revolutionizes the path from life sciences innovation to real-life impact to build a world in which every patient gets the care they need. Valeris works on behalf of life sciences companies to improve the patient experience so that patients can access and adhere to critical medications. Backed by proven industry expertise, a deep commitment to patient care, the latest technology, and exceptionally talented team members, Valeris provides the data and strategic insights, patient support services and healthcare provider engagement tools to help life sciences companies successfully commercialize new products. Valeris provides commercialization solutions to more than 500 life sciences customers and has provided access and affordability support to millions of patients. The company is headquartered in Morrisville, North Carolina and Jeffersonville, Indiana.

The Operations Manager will plan and direct the staff and operations in the Patient Experience Center, ensuring service goals are met or exceeded and a high level of customer satisfaction is achieved. This position will also provide leadership and professional development to assign direct reports; analyze performance metrics and develop strategies to improve productivity and overall business performance that will help PEC overall performance.

Responsibilities

• Lead, coach, and mentor staff in all roles within the Patient Experience Center (agents, supervisors and Operations Managers).
• Manage the team to ensure compliance with identifying and reporting pharmacovigilance information as required by client(s) (i.e., Adverse Events)
• Determine call center operational strategies, to enhance operational efficiency, improve workflows and streamline processes. Communicate with upper management.
• Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses to ensure that queues and staffing meet business needs.
• Review and analyze reports and coach direct reports to ensure established goals are achieved regarding productivity, quality, and patient-service standards. Contribute data, information, and analyses to upper management for organizational strategic plans and reviews.
• Establish and communicate job expectations for all roles reporting to your team; plan, monitor, appraise, and review job contributions; plan and execute compensation actions for direct reports.
• Build a team environment through regular contact, communication, and meetings with employees.
• Contribute to budget preparation and managing operational costs.
• Work within internal HR and Recruiting teams to manage all HR issues for the PEC including overseeing the interviewing and hiring of new employees, and modifying or introducing new staff policies.
• Monitor operations to ensure adherence to service level standards and company/department policies and procedures.
• Create, update and implement a staffing plan to minimize impact of employee turnover on staffing, service level goals and morale.
• Accomplish organizational goals by accepting ownership for new and different requests, as well as exploring opportunities to add value to the organization.
• Work with other departments to align the PEC operations with overall business objectives.
• Ensure all company policies and procedures are adhered to, which includes promoting our company values and fair process.

Qualifications

• 3+ years of successful call center experience in a management role with a demonstrated ability to lead, support, and motivate others.
• Extensive experience in management and operations management in a call center or hub environment.
• Effective problem solving/process improvement skills used to identify and resolve day-to-day operations.
• Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions.
• Demonstrated attention to detail, organizational, prioritization and time management skills; experience building daily/weekly structure in schedule
• Demonstrated change management aptitude and ability; takes proactive role in leading change.
• Understanding of all phases of successful call center operation required.
• Strong commitment to patient and client satisfaction.
• Superior leadership, team building, interpersonal, and analytical skills.
• Demonstrated written and verbal communication and time-management skills required.
• Must be highly proficient in MS Word, Excel, PowerPoint, Outlook, and Call Center Systems (e.g, Cisco CUIC, Webex Contact Center, Calabrio)
• Understanding of budgeting, cost management, and financial reporting

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy.
• Although very minimal, flexibility to travel as needed is preferred.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.

Why Work for Valeris?

We're committed to supporting the well-being and success of our team members. As part of our organization, full-time employees can expect:

• Medical, dental, and vision plans, including HSA- and FSA-eligible options, with Valeris contributing toward premium costs
• Additional health support, including telehealth and Employee Assistance Program (EAP) services
• Company match on Health Savings Account contributions
• Free Basic Life and AD&D coverage equal to your annual earnings, with a minimum of $50,000 and a maximum of $300,000
• Company-paid Short-Term Disability coverage, with the option to purchase Long-Term Disability
• 401(k) Retirement Savings Plan with 100% match on the first 5% you contribute, with immediate vesting
• Paid Time Off (PTO) and Sick Leave to support work-life balance
• Team members receive nine paid holidays plus two floating holidays
• Opportunities for advancement in a company that supports personal and professional growth
• A challenging, stimulating work environment that encourages new ideas
• Work for a company that values diversity and makes deliberate efforts to create an inclusive workplace
• A mission-driven, inclusive culture where your work makes a meaningful impact

Any offer of employment is contingent upon the successful completion of a background check and, depending on the position, a drug screen in accordance with company standards. Please note that this job description is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Responsibilities and tasks may be modified at any time, with or without notice.

Our Commitment to Equal Opportunity

At Valeris, we don't just accept difference – we celebrate it, support it and we thrive on it for the benefit of our employees, our products and our community. Valeris is proud to be an equal opportunity employer.