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Operations Manager, Remote (Covid-19)

Alphanumeric Systems

Full time

Nov 5

This job is no longer accepting applications.

Alphanumeric is hiring Director of Operations for our Medical Information Contact Center, focused on the EMEA region.

This role reports to Senior Director of Global Operations. Primary responsibilities are to oversee overall operation of contact center staffing, metrics and financials. Effectively lead, coach and mange Team Leaders and Medical Information Contact Center Professionals.

Key activities include oversight of the daily operations of the 3rd party medical information contact center from staffing to metrics and financials for the contact center. Ensure that contact center staff are appropriately trained on processes and scientific content. Work in close collaboration with pharmacovigilance and quality assurance and ensure compliance for contact center operations and regulatory reporting.


Provide ongoing oversight of medical information contact center activities, including development of metrics and reports, to ensure quality standards are being upheld in a compliant manner

Monitor contact center SLAs, KPIs, staffing, content changes, manage financial budget and report to Senior Management

Experience with workforce management and resource scheduling concepts

Partner with client contacts to ensure contact center staff have the appropriate degree of medical training, including presentations to staff as necessary

Respond to all customer satisfaction issues based on direct feedback from customers

Support team leads in agent evaluations, call reviews, coaching and training, handling of HR issues and escalation resolution.

Present scientific data to a variety of audiences, flexing content and presentation style as necessary

Proactively suggest and implement efficiencies in the contact center via continuous improvement process. Work collaboratively with all client site locations.

Coordinate and work closely with functional managers across the company

Ensure cross-functional matrix collaboration

Become clinical expert for all of client’s prescription products

Interview, onboard, and train medical information contact center staff


Required Qualification & Skills

PharmD or similar degree in the healthcare industry

5 years of experience in contact centers, prefer pharmaceutical industry

3 years management or supervisory experience in a call center or helpdesk environment.

Familiarity with contact center technologies

Must have excellent communication (oral and written) skills, interpersonal skills, analytic skills, and ability to summarize complex scientific data

Must have dedicated quiet location and high speed internet connection to perform remote work


A background in vaccines is preferred

Previous management experience of medical call centers is a plus

Knowledge of FDA requirements and good clinical practices

Ability to review monthly financial reports and clarify discrepancie


Clinical Affairs Committed to Customer Satisfaction FDA GMP Global Staffing Healthcare KPI Medical Affairs Service-Level Agreements (SLA) Specialty Pharma Vaccines

Language Requirements


Education Degree

Bachelor's Degree

Visa Support


Accepting Only Candidates From

Spain, Poland, Portugal

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Alphanumeric Systems

We've got HCP & patient experience down to a science.