Senior Program Manager - Call Center Operations

Job Overview: The Senior Program Manager oversees a group of client service professionals while working collaboratively with Program Managers, Associate Program Managers, and other support resources. This role is responsible for ensuring high-level client satisfaction and maximizing the value derived from our products and services.

Primary Responsibilities:

• Oversee call center operations for a large, dedicated team.

• Determine work procedures and expedite daily workflow for specific clients.

• Address staff and customer questions and recommend corrective actions.

• Serve as the direct point of contact with clients for call center operation-related inquiries and projects.

• Provide key updates and quarterly business reviews for clients.

• Ensure staff are fully informed of all new information related to products, procedures, customer needs, and company-related issues.

• Demonstrate a high aptitude for learning about the specialty pharmacy healthcare environment, various pharmacy channels, and patient access.

• Ability to work 40 hours per week during the hours of 8:00am-5:00pm EST.

Essential Functions:

• Collaborate with Program Managers, Associate Program Managers, and client service professionals, providing direction, guidance, and development opportunities.

• Influence others without having direct reports, including the ability to work in a matrixed environment.

• Partner with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.

• Build and maintain relationships with key stakeholders to manage and meet internal and client expectations.

• Serve as the project first-line leader between the client and IQVIA, translating client needs into action plans with the internal service team.

• Facilitate discussions, decision-making, and conflict resolution.

• Create, maintain, and monitor the client service agreement across business lines, ensuring consistency in service.

• Provide regular updates to senior management on portfolio progress, impediments, and risks.

• Support the adoption of new processes, technologies, or organizational changes associated with program initiatives.

• Perform full assessments of client needs on a regular basis.

• Provide in-depth training in IQVIA databases, products, and service requirements as needed.

Required Qualifications:

• Bachelor's Degree required.

• 3+ years of management experience in a call center.

• Hub management experience preferred.

• Pharmaceutical industry experience preferred.

• Experience developing and delivering training to clients preferred.

• Ability to work in a fast-paced, ever-changing environment.

• Ability to oversee data and track metrics on a daily basis.

• Strong analytical mind with problem-solving aptitude.

• Exceptional verbal and written communication skills.

• 5-10% travel required.

Skills and Abilities:

• Proficient in PC applications, including Microsoft Teams, Word, and PowerPoint.

• Knowledge of interdepartmental coordination and communication procedures.

• Strong business acumen, particularly in the pharmaceutical industry.

• Ability to train, present, and deal tactfully with clients.

• Strong communication skills, including the ability to coach and influence others.

• Strong focus on team building.

• Project management experience in overseeing or contributing to complex, multi-discipline projects.

• Knowledge of IQVIA databases and report creation processes.

Professional Competencies:

Business Skills and Knowledge:

• General Management: Demonstrate analytic and problem-solving skills, understanding the impact of individual decisions on the organization.

• Financial Management: Understand financial analysis, reimbursement techniques, and strategies to achieve organizational objectives.

• Quality Improvement: Apply techniques to continually improve the quality of care, patient safety, organizational performance, and financial health.

Knowledge of the Health Care Environment:

• Health Care Systems and Organizations: Understand how the health care system is organized and financed, and how components interact to deliver care.

• The Patient’s Perspective: Understand the patient experience, commit to patients’ rights and responsibilities, and ensure a safe