Director, Contact Center Operations Inside Sales to Healthcare Professionals

Overview

 

YOUR PASSION, ACTIONS & FOCUS is our Strength

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As the Director, Contact Center Operations Inside Sales to Healthcare Professionals will build and lead a fast‑paced, compliant contact center of inside sales professionals dedicated to informing and supporting Healthcare Professionals. Through high‑quality outbound engagement—scripted product education, TeleSampling, and clinically grounded Teledetails—you will turn meaningful conversations into measurable market impact. By applying targeted outreach strategies and developing your team through consistent, data‑driven coaching, you will unlock growth in new prescribers, NRx, and TRx across key segments and geographies.

 

As the Director Contact Center Operations Inside Sales to Healthcare Professionals you will own forecasting, analytics, performance optimization, process excellence, workforce strategy, sales enablement infrastructure, incentive design input, omnichannel coordination, and technology stack maturity for the Inside Sales team supporting healthcare professionals.

 

The position is 100% remote but may require occasional travel to company facilities or client offices.

Exciting new opportunity supporting our Sample Management Business Unit.

***Only candidates with management of insides sales representatives to healthcare professionals will be considered.***

Responsibilities

• Own growth: Build and run a sales‑first operating rhythm (planning, cadences, coaching) that consistently beats revenue, NRx/TRx, and new prescriber targets.
• Structure to scale: Build a scalable staffing structure for recruiting, hiring, training, and development of reps for rapid deployment and onboarding future clients.
• Direct the engine: Create and manage incentive programs. Manage multi‑site, multi‑channel operations (phone, SMS, chat/video) with on‑/off‑shore teams; balance coverage, utilization, and quality to maximize program goals.
• Target precisely: Partner with Analytics to prioritize deciles/segments, allocate books of business, and continuously refine territories, scripts, and digital sales aids based on conversion signals. Monitor client’s competitive landscape and identify key trends that impact the overall program performance and client satisfaction
• Coach to quality: Use call analytics and standardized scorecards to elevate, call guide adherence, clinical accuracy, objection handling, and close discipline.
• Scale productivity with tech: Deploy CRM (Salesforce), intelligent IVR, sentiment analysis, and AI automation to improve connect rates, prioritization, and agent throughput.
• Integrate demand: Coordinate sample/literature programs to increase access and conversion, drive attendance at CME/webinars if offered.
• Report what matters: Deliver client/and Caretria management ready insights on pipeline, sample requests, Rx momentum, capacity, and ROI; run weekly/monthly business reviews with clear corrective Actions.
• Guard the license: Enforce PI/Fair Balance, HIPAA, and promotional standards; route off‑label inquiries to MSLs and maintain audit‑ready QA.

 

SUCCESS METRICS (KPIs)

• Growth: New prescribers (unique writers), NRx, TRx, prescriber reactivation rate, and territory TRx lift
• Conversion & pipeline: Target→ TeleSampling/TeleDetail→Rx conversion, cycle time, pipeline coverage, and win rate by segment.

• Access & activity: List Penetration: % Reach Rate (Viable targets), % Max Attempts, % List Error, completed calls by HCP Type (Prescriber, nurse, OM, etc.), prescriber acquisition, talk time, cadence adherence, event attendance (if offered)
• Quality & compliance: Call quality score, fair‑balance adherence, QA pass rate, complaint rate; NPS/CSAT where applicable

• Efficiency: Dials per day, completed calls per day, AHT, occupancy, cost‑per‑interaction, staffing forecast accuracy. Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary; develop new SOPs/WIs as needed.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

PREFERRED QUALIFICATIONS

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