Pharmaceutical Call Center Manager - Hyrbrid

Engagement Center Manager

At Syneos Health, we challenge the status quo, collaborate to deliver solutions, and are passionate about changing lives. We are looking for a talented individual to join our team as an Engagement Center Manager.

• 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 to include 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 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.
• Supervise call volume activities and production to ensure maximum efficiency.
• Provide guidance and direction to staff, covering all aspects of customer service standards/procedures, ensure adherence to policies and procedures and initiate programs to enhance productivity and customer care.
• Maintain contact with client and other departments as a customer service liaison and troubleshooter to resolve complex customer service problems.

Required

• High School Diploma
• Minimum 3 years’ supervisory experience in a call center environment.

Preferred

• Bachelor’s Degree
• Experience developing user level software requirements.

• 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, PowerPoint, & Excel with an emphasis on creation, design & maintenance of spreadsheets.

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

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 where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.