Search Jobs
Manager, Global Contact Center Operations
Apply Now
Location: Cambridge, Massachusetts 02139
Employment Type: Contract
Job Description
Contract Length: 6+ months, Hybrid position
Job Summary: This person will oversee calls and support the oversight of the Contact Center vendor(s) to ensure quality standards for communication are met.
Responsibilities:
· Support contact center operations globally and ensure development, execution, and tracking of metrics and KPIs.
· Support the oversight of the Contact Center vendor(s) to ensure quality standards for communication are met.
· Monitor operational processes and provide updates to drive efficiency and quality
· Support creation contact center training materials and training of vendor resources to ensure customer needs are met.
· Collaborate closely with our digital team to support best in class engagement mechanisms for our customers utilizing the Omnichannel Cloud Contact Center Platform and other supportive digital tools.
· Interact with the key stakeholders in Medical Affairs, Commercial, Clinical Safety & Pharmacovigilance, Quality, Tech Dev, Legal, etc. to support the vendor with custom responses, training, and system integrations to optimize Contact Center operations.
Requirements:
· Bachelor’s degree
· 3+ years of job-related experience in a call center/contact center
· 2+ years working in the biotech and/or pharma industry
Job Summary: This person will oversee calls and support the oversight of the Contact Center vendor(s) to ensure quality standards for communication are met.
Responsibilities:
· Support contact center operations globally and ensure development, execution, and tracking of metrics and KPIs.
· Support the oversight of the Contact Center vendor(s) to ensure quality standards for communication are met.
· Monitor operational processes and provide updates to drive efficiency and quality
· Support creation contact center training materials and training of vendor resources to ensure customer needs are met.
· Collaborate closely with our digital team to support best in class engagement mechanisms for our customers utilizing the Omnichannel Cloud Contact Center Platform and other supportive digital tools.
· Interact with the key stakeholders in Medical Affairs, Commercial, Clinical Safety & Pharmacovigilance, Quality, Tech Dev, Legal, etc. to support the vendor with custom responses, training, and system integrations to optimize Contact Center operations.
Requirements:
· Bachelor’s degree
· 3+ years of job-related experience in a call center/contact center
· 2+ years working in the biotech and/or pharma industry
Christian Griffith
Principal RecruiterCan't find your fit?
We get new jobs every day. Send us your resume and we'll let you know when we have the right opportunity for you.