Senior Call Center Operations Specialist

Senior Call Center Operations Specialist

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Senior Call Center Operations Specialist

Remote (US-based only)

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.

• Conduct Call Center Customer Care activities for all products, including creating and maintaining standard, approved customer responses, and responding to external customer requests as needed.
• Act as Call Center database administrator responsible for maintaining all database content and application user licenses, providing training and support, and serving as the key contact for stakeholders and troubleshooting issues.
• Collaborate with other departments and affiliates to support product‑related activities (e.g., product launches, brand initiatives and programs).
• Monitor Customer Care cases (including data entry, case documentation, responses) created by vendors for specific department activities, providing timely feedback to remediate findings.
• Participate in training applicable vendors and partners, developing training content (product, processes, templates).
• Update department processes to reflect company policies/contracts, strictly adhere to all applicable compliance guidelines, and account for program trends/data requiring changes to maximize operational efficiency.

• U.S.
  
  -based remote position; candidates must work standard business hours aligned with Eastern (EST) and Central (CST) time zones.
• Bachelor’s degree and a minimum of three (3) years of relevant experience in a contact/call center or database administration (additional years may be considered in lieu of a bachelor’s degree).
• Experience in the pharmaceutical/biotechnology/medical devices industry highly preferred.
• Experience with Medical Information systems preferred (e.g., IRMS, Lifesphere Medical Affairs, Veeva Med Comms).
• Business analysis or project management experience is a plus.
• Good understanding of data management and interpretation.
• Experience with in a corporate setting and ability to think strategically to model and guide compliant behavior.
• 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.
• Ability to interface effectively with a variety of technical platforms.
• Proficient in MS Word, Excel, and Outlook.

You will be working for an organization that embraces diversity & inclusivity and believes in delivering better outcomes by reflecting the perspectives of a diverse customer base. You will also have access to a range of company benefits, including a…