Director of Contact Center Operations, Medical Information (Remote)

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

Job Description

THE POSITION:

Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in post-marketing handling of adverse events and product complaints. 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. Our global contact center teams operate both in-office and remotely, and this role will be responsible for ensuring seamless coordination and performance across all locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:  

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, custo