Senior Call Center Operations Specialist

Galderma • Boston, FL

14d • Remote

About The Position

Whether it's the unique breadth of our integrated offering that covers Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology products; or our commitment to recognizing and rewarding people for the contribution they make - working here isn't like anywhere else. At Galderma, we actively give our teams reasons to believe in our ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact. Job Title: Senior Call Center Operations Specialist Location: Remote (US-based only) Position Summary: The Senior Call Center Operations Specialist plays a critical role in driving the success of Customer Care operations. This position is responsible for managing and executing customer response activities, ensuring timely, accurate, and professional communication with external customers. As the primary administrator of the Call Center database and related systems, this role owns the maintenance, performance, and troubleshooting of key platforms, including ensuring uninterrupted access to the AE/PQC/MIR reporting application for Galderma field teams. The Specialist proactively identifies and resolves system issues, implements improvements, and ensures data integrity across platforms. This role also participates in departmental initiatives focused on quality assurance and training. Responsibilities include designing and delivering training programs, monitoring case handling for compliance and quality, and initiating corrective actions when necessary. The Specialist is accountable for continuously reviewing and refining operational processes to enhance efficiency, uphold service standards, and support team performance.

Requirements

• U.S.-based remote position. Candidates must be able to work standard business hours aligned with Eastern (EST) and Central (CST) time zones.
• Bachelor’s degree and minimum of three (3) years of relevant experience in a contact/call center or database administration preferred.
• Additional years of experience in lieu of a bachelor’s degree will be considered.
• Experience within a corporate setting and the ability to think strategically to model and guide compliant behavior to internal and external colleagues
• Experience with and ability to manage relationships with external suppliers required
• Proven training and presentation skills and ability to update training documentation required
• Demonstrated strong analytical and organizational skills
• Ability to manage multiple tasks simultaneously; continuously assess prioritization of work streams based on evolving business needs and achieve results within strict timelines
• Excellent written and verbal communication skills and ability to persuade with verbal and written communications involving multiple key client groups maintaining a high level of credibility, professionalism, and customer focus
• Ability to interface effectively with a variety of technical platforms
• Proficient in MS Word, Excel and Outlook

Nice To Haves

• Experience in the pharmaceutical/ biotechnology/medical devices industry highly preferred
• Experience with Medical Information systems preferred (e.g., IRMS, Lifesphere Medical Affairs, Veeva MedComms, etc.)
• Business analysis or project management experience is a plus
• Good understanding of data management and interpretation

Responsibilities

• Conduct Call Center Customer Care activities for all products which includes creating and maintaining standard, approved customer responses, and responding to external customer requests as needed in addition to other related activities.
• Act as Call Center database administrator responsible for maintaining all database content and application user licenses (mainly all Galderma field employees), training, and support.
• Functions as key contact for all stakeholders and troubleshooting identified issues, providing information needed for system health checks, capacity, and system updates.
• Collaborate with other departments and affiliates to support product related activities (e.g., product launches, brand initiatives and programs, etc) .
• Monitor Customer Care cases (including data entry, case documentation, responses, etc.) created by vendors for specific department activities providing timely feedback to remediate findings
• Participate in training applicable vendors and partners (e.g., Call Center vendors, Sales, Medical, Quality, Pharmacovigilance, etc.) including developing training content (i.e., product, processes, templates, etc.).
• Update department processes to reflect company policies/contracts, strictly adhere to all applicable compliance guidelines, and account for program trends/data indicating changes required to maximize operational efficiency

Benefits

• You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
• You will also have access to a range of company benefits, including a competitive wage with shift differential, annual bonus opportunities and career advancement and cross-training.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees