Operations Manager, Remote (Covid-19)
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
Accepting Only Candidates From
Spain, Poland, Portugal
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