Pharmaceutical Call Center Manager - Hyrbrid

Syneos Health Careers • $75K — $95K *
Chapel Hill, NC 27516In-Person
Pharmaceuticals & Biotech
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • High School Diploma required; Bachelor's Degree preferred.
  • Minimum 3 years supervisory experience in a call center needed.
  • Expertise in call center operations and processes is essential.
  • Experience with both inbound and outbound call center programs required.
  • Strong customer service skills with telephone etiquette necessary.
  • Proficiency in call center software and general computer systems needed.
  • Ability to analyze data and identify trends is critical.

Responsibilities

  • Interview, select, train, and support Engagement Center representatives.
  • Monitor call handling and adherence to scripts through regular evaluations.
  • Provide feedback and manage attendance for call center staff.
  • Establish and manage KPIs to enhance staff performance.
  • Oversee call center project operations to fulfill client expectations.
  • Act as the primary contact for escalating client issues and resolving them.
  • Develop and update call scripts and work instructions based on project needs.

Benefits

  • Diverse and inclusive workplace culture.
  • Opportunities for professional development and training.
  • Engagement in impactful patient-focused projects.
  • Supportive team environment with coaching and guidance available.
Full Job Description
Description

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:

(Duties may include, but not limited to all or some of the following)
  • 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 works 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, Power-point, & Excel with an emphasis on creation, design & maintenance of spreadsheets

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

About Syneos Health Careers

Syneos Health Careers

Joining Syneos Health presents an unparalleled opportunity to become part of a global team of professionals dedicated to biopharmaceutical solutions. At Syneos Health, job opportunities abound, offering a gateway to enhancing career paths in a company celebrated for its commitment to therapeutic and operational excellence.

Work That Matters

Syneos Health is at the forefront of healthcare innovation, collaborating on projects that integrate smart technology and human ingenuity to improve patient outcomes. This dynamic company is actively seeking professionals who are eager to drive progress in the biopharmaceutical field through diverse job opportunities ranging from scientific roles to operational positions.

Innovative Employment Opportunities

Syneos Health offers a variety of positions that cater to a range of skills and experiences, from entry-level to senior leadership roles. Employment at Syneos Health means contributing to a culture that values diversity and inclusion, ensuring every team member’s voice is heard and valued.

Internship Programs and Professional Growth

For those starting their career, Syneos Health provides robust internship programs designed to foster professional growth and build essential industry skills. Interns at Syneos Health gain hands-on experience, beneficial for future employment opportunities within the company or the broader healthcare industry.

Cultivating Leadership and Professional Development

Syneos Health is committed to the professional development of its employees, offering leadership training and career growth opportunities that encourage innovation and leadership skills. Employees are supported through comprehensive benefits, diversity training, and initiatives that promote personal and professional growth.

Join a Team of Experts

The team at Syneos Health is composed of industry-leading experts who bring a wealth of knowledge and experience to the company. Networking within Syneos Health’s global community allows for unparalleled professional development and insights into the latest industry trends.

Explore Career Opportunities

Syneos Health is hiring! Explore the numerous positions available that match a variety of skills and interests. The company looks for driven, curious, and innovative team players ready to make a significant impact in the healthcare industry.

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* Ladders Estimates

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