[Hiring] Director, Contract Center Operations, Medical Information @EVERSANA

Role Description

The Director of Contact Center Operations is a strategic leadership role responsible for overseeing and optimizing the performance of our contact center. This individual will play a critical role in ensuring efficient contact center operations, exceptional customer service, and continuous improvement. The Director will focus on three main areas: contact center workforce management, hiring/recruiting, and training/onboarding. Additionally, this role will provide oversight of our quality monitoring program in collaboration with our Quality team to ensure service excellence and customer satisfaction.

Essential Duties and Responsibilities

• Contact Center Workforce Management:
  • Develop and implement strategies to efficiently manage contact center resources across global locations, including staffing levels, scheduling, and forecasting.
  • Ensure contact center operations are in compliance with company and industry labor and telecommunication regulations and standards.
  • Create and enforce contact center policies and procedures to optimize efficiency, customer service, and quality.
  • Provide direction and guidance to global workforce management team to assist with day-to-day management of the contact center staff.
  • Monitor key performance indicators (KPIs) such as call center service level, average handle time, and agent adherence to optimize operational efficiency and service delivery across diverse time zones.
  • Assist with evaluation and implementation of new contact center technology and solutions to maintain competitiveness in the industry.
  • Collaborate with relevant stakeholders to identify and address operational challenges, drive process improvements, and enhance overall performance on a global scale.
• Hiring/Recruiting Excellence:
  • Lead the recruitment and selection process for contact center staff and supervisors across multiple geographical locations, ensuring the acquisition of top talent to meet business needs and customer satisfaction.
  • Provide oversight and guidance to the medical information hiring/recruiting support global team to ensure successful and expedient recruitment and hiring process.
  • Collaborate with EVERSANA global HR units, develop and maintain recruitment strategies to attract diverse candidates globally and build a talent pipeline for current and future staffing requirements.
• Training and Onboarding Oversight:
  • Design and provide oversight of delivery of comprehensive training programs for contact center staff across different regions and time zones, covering product knowledge, customer service skills, systems training, and other relevant topics.
  • Implement effective onboarding procedures to facilitate smooth integration of new hires into the contact center environment, regardless of their location.
  • Evaluate training effectiveness and continuously enhance training materials and methodologies to meet the needs of a global workforce and evolving business requirements.
  • Provide ongoing coaching and development opportunities to support the professional growth and performance improvement of contact center team members, whether they work in-office or remotely.
• Quality Monitoring Program Oversight:
  • Collaborate with the Quality team to define quality standards, assessment criteria, and performance metrics for contact center operations on a global scale.
  • Implement and maintain a robust quality monitoring program to evaluate agent interactions across multiple locations, identify areas for improvement, and ensure consistency in service delivery and compliance.
  • Analyze quality monitoring data from diverse geographical regions to generate insights, develop action plans, and drive continuous improvement initiatives across the global contact center network.
• People Leader:
  • Enabling effective collaboration between commercial, business managers, finance, and other teams involved in day-to-day business.
  • Interview, select and supervise the activities of the department staff; communicate, interpret, and discuss with team the company policies and procedures.
  • Determine job objectives, work methods, and performance standards; review performance relative to departmental objectives, discuss appraisal with each employee, and authorize and communicate salary changes, promotions, transfers, discipline, and discharge.

Qualifications

• Bachelor's degree in Business Administration, Management, or related field (Master's degree preferred).
• 15 years proven experience in contact center operations management, with a focus on workforce management, hiring/recruiting, and training/onboarding in a global context.

Requirements

• Experience in Pharmaceutical industry or Health related industry environment.
• Strong leadership skills with the ability to inspire and motivate teams across different geographical locations to achieve performance goals and deliver exceptional customer experiences.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels, regardless of their location.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making and process optimization preferably in a global setting.
• Prior experience in overseeing quality monitoring programs and driving quality improvement initiatives in a global contact center environment is highly desirable.
• Technology proficiency in the areas of telephony applications and platforms, Medical Information database, Microsoft Office and software, and video conference platforms.
• Proficiency in contact center technologies, workforce management software, and performance analytics tools, with the ability to leverage technology to support global operations.
• Positive attitude and energy.
• Strong communication skills.
• Innovative mindset.
• Highly principled with integrity and ethical behavior.

Benefits

• Competitive salaries and benefits for all employees.
• Comprehensive benefits package available at eversana.com/careers.