Director, Contract Center Operations, Medical Information

EVERSANA•Overland Park, KS

2d•Hybrid

About The Position

Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in post-marketing handling of adverse events and product complaints. The Director of Contact Center Operations is a strategic leadership role responsible for overseeing and optimizing the performance of our contact center. This individual will play a critical role in ensuring efficient contact center operations, exceptional customer service, and continuous improvement. The Director will focus on three main areas: contact center workforce management, hiring/recruiting, and training/onboarding. Additionally, this role will provide oversight of our quality monitoring program in collaboration with our Quality team to ensure service excellence and customer satisfaction. Our global contact center teams operate both in-office and remotely, and this role will be responsible for ensuring seamless coordination and performance across all locations.

Requirements

Bachelor's degree in Business Administration, Management, or related field
15 years proven experience in contact center operations management, with a focus on workforce management, hiring/recruiting, and training/onboarding in a global context.

Nice To Haves

Master's degree preferred
Experiences in Pharmaceutical industry or Health related industry environment.
Strong leadership skills with the ability to inspire and motivate teams across different geographical locations to achieve performance goals and deliver exceptional customer experiences.
Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels, regardless of their location.
Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making and process optimization preferably in a global setting.
Prior experience in overseeing quality monitoring programs and driving quality improvement initiatives in a global contact center environment is highly desirable.
Technology proficiency in the areas of telephony applications and platforms, Medical Information database, Microsoft Office and software, and video conference platforms.
Proficiency in contact center technologies, workforce management software, and performance analytics tools, with the ability to leverage technology to support global operations.
Positive Attitude and Energy – Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
Communication Skills – Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
Innovator – Transforms creative ideas into original solutions that positively impact the company’s performance.
Highly Principled – Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

Responsibilities

Develop and implement strategies to efficiently manage contact center resources across global locations, including staffing levels, scheduling, and forecasting.
Ensure contact center operations are in compliance with company and industry labor and telecommunication regulations and standards.
Create and enforce contact center policies and procedures to optimize efficiency, customer service and quality.
Provide direction and guidance to global workforce management team to assist with day to day management of the contact center staff.
Monitor key performance indicators (KPIs) such as call center service level, average handle time, and agent adherence to optimize operational efficiency and service delivery across diverse time zones.
Assist with evaluation and implementation of new contact center technology and solutions to maintain competitiveness in the industry.
Collaborate with relevant stakeholders to identify and address operational challenges, drive process improvements, and enhance overall performance on a global scale.
Lead the recruitment and selection process for contact center staff and supervisors across multiple geographical locations, ensuring the acquisition of top talent to meet business needs and customer satisfaction.
Provide oversight and guidance to the medical information hiring/recruiting support global team to ensure successful and expedient recruitment and hiring process.
Collaborate with EVERSANA global HR units, develop and maintain recruitment strategies to attract diverse candidates globally and build a talent pipeline for current and future staffing requirements.
Design and provide oversight of delivery of comprehensive training programs for contact center staff across different regions and time zones, covering product knowledge, customer service skills, systems training, and other relevant topics.
Implement effective onboarding procedures to facilitate smooth integration of new hires into the contact center environment, regardless of their location.
Evaluate training effectiveness and continuously enhance training materials and methodologies to meet the needs of a global workforce and evolving business requirements.
Provide ongoing coaching and development opportunities to support the professional growth and performance improvement of contact center team members, whether they work in-office or remotely.
Collaborate with the Quality team to define quality standards, assessment criteria, and performance metrics for contact center operations on a global scale.
Implement and maintain a robust quality monitoring program to evaluate agent interactions across multiple locations, identify areas for improvement, and ensure consistency in service delivery and compliance.
Analyze quality monitoring data from diverse geographical regions to generate insights, develop action plans, and drive continuous improvement initiatives across the global contact center network.
Enabling effective collaboration between commercial, business managers, finance and other teams involved in day-to-day business.
Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.
Maintain and contribute toward process improvement, which positively impacts metrics associated with activities of the Medical Communications Contact Center; metrics are subject to change annually or more often as deemed necessary.
Maintain and improve customer services associated with the activity of the Medical Communications Contact Center.
Able to work full-time and be flexible with work scheduling as required by clients and management.