Pharmaceutical Call Center Manager - Hyrbrid

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. 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 work with QA to review and create new SOP’s 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. Supervises call volume activities and production to ensure maximum efficiency. Provides 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. Maintains contact with client and other departments as a customer service liaison and troubleshooter to resolve complex customer service problems. Education And Experience Required High School Diploma Minimum 3 year’s supervisory experience in a call center environment. Preferred Bachelor's Degree Experience developing user level software requirements. Job Qualifications Required 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, PowerPoint, & Excel with an emphasis on creation, design & maintenance of spreadsheets. Benefits The benefits for this position will include a competitive compensation package, health benefits to include medical, dental and vision, company match 401k, flexible paid time off (PTO) and sick time. Eligibility for paid sick time may vary depending on where you work. Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled). Job ID: 400002491 #J-18808-Ljbffr