Pharmaceutical Call Center Manager - Hyrbrid

Job Summary

The Engagement Center Manager is responsible for supervising the day-to‑day operations of Engagement Contact Center programs and assisting in growth and development of the department.

• Interview, select, train and support/coach full‑time and temporary Engagement Center representatives.
• Monitor telephone representatives regularly to ensure calls are handled properly and scripts are 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 KPIs and manage staff to meet them.
• Manage project operations within the call center to meet client expectations.
• Act as department contact for all client issue escalations.
• Ensure SOPs are adhered to and work with QA to review and create new SOPs 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 call center productivity.
• Responsible for merging and sending program‑related faxes as needed and monitoring/reporting their success and return rate.
• Create and provide reporting including call volume, call success rate, hours used per program, expected completion dates, trending, feedback, and agent adherence.
• Create all applicable work instructions for new projects and update existing ones as changes occur during a project life cycle.
• Be able to problem‑solve and participate in the process of creating solutions.
• Proactively communicate with Client Services to ensure client goals and deadlines are met, recommending enhancements to program success and executing promptly.
• Perform other duties as assigned.
• Supervise call volume activities and production to ensure maximum efficiency.
• Provide guidance and direction to staff, covering customer service standards/procedures, ensuring policy adherence, and initiating programs to enhance productivity and customer care.
• Maintain contact with client and other departments as a customer service liaison and troubleshooter for complex customer service problems.

• Bachelor's Degree preferred.
• Minimum 3 years’ supervisory experience in a call center environment.
• Experience with inbound and outbound call center programs.

• Experience developing user‑level software requirements.
• Experience in pharmaceutical or healthcare environments.

• Knowledge of call center operations and processes.
• 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 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, PowerPoint & Excel with an emphasis on creation, design & maintenance of spreadsheets.

The benefits for this position will include a competitive compensation package, health benefits to include medical, dental and vision, company match 401(k), flexible paid time off (PTO) and sick time. Eligibility for paid sick time may vary depending on location.

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled).