Associate Manager Call Centre - Remote 1 - 2978295

Join the IQVIA team, where diversity and inclusion thrive in a workplace committed to improving patients' lives. We recognize that our employees are crucial to our mission's success and have been acknowledged as a fantastic workplace. At IQVIA, we provide benefits and programs to empower you to reach your full potential.

As a global leader in commercial solutions, IQVIA is dedicated to delivering impact both nationally and internationally. Our collaborative teams play a vital role in ensuring that biopharmaceuticals, medical devices, patient support services reach those who need them.  We offer valuable insights to customers and demonstrate product value to payers, physicians, and patients. Whether acting as a sales force to physicians or providing education to patients or prescribers, you can contribute to delivering real-world medical breakthroughs with the right experience. Explore the possibilities and be part of shaping a healthier future with us.

In partnership with our client, a leading global biopharmaceutical company, we are actively searching for Contact Center Managers to join our team of over 10,000 global field personnel supporting our pharmaceutical and biotech clients.

• Annual Salary:  $72,500
• Benefits: medical, dental, vision and 401(k)
• Center hours 7:00 AM – 11:00 PM Eastern, 7 Days a Week

The Contact Center Manager is primarily responsible for providing leadership through guidance, motivation, coaching, skill development, medical knowledge, performance management, and administrative support to the Contact Center Representatives. The Manager will create, implement, and communicate operational vision for the assigned team and monitor progress towards agreed upon IQVIA and client performance expectations. The Manager must maintain a diverse and motivated team using the employee relations policies. Maintain fiscal responsibility of the IQVIA team and complete each year within assigned budget.

Contact Center Manager responsibilities include:

• Recruit, interview and recommend Contact Center Representative candidates.
• Be responsible for 180 day and annual performance review, resolving personnel issues, discipline, and termination of Contact Center Representatives.
• Ability to manage contractual requirements, Key Performance Indicators, and overall team performance.
• Participate in internal and external audits as needed. 
• Perform weekly quality assessments on agent’s calls, chats and emails.
• Communicate with program leadership on regular and timely basis.
• Acts as the primary link between client and IQVIA for all operational and Human Resources needs.
• Monitoring Contact Center Representatives in order to assess interactions to ensure program guidelines are strictly adhered to for compliance.
• Monitor work schedules, manage reporting, documentation accuracy and implement performance and/or disciplinary plans as needed.
• Monitor telephony platform requirements for each Contact Center Representative.
• Prepare monthly individual and project summary reports for client.
• Assist with the planning and delivery of training and client periodic meetings.
• Review and approve expense reports; monitor compliance with expense policies as required by the program work order.
• Monitors compliance regarding proper and appropriate use of approved client resources.
• Monitors timekeeping and attendance for IQVIA employees.
• Fully comply with all applicable state and federal laws and program guidelines, including, without limitation, those laws relating to interactions with healthcare providers, with the PhRMA Code for Interactions with Healthcare Providers, and relevant patient guidelines.
• Any additional duties as assigned by program management.

 Minimum Requirements:

• Bachelor’s degree or equivalent direct industry experience required.
• Minimum of 4 years of inbound contact center experience required. 
• Minimum of 2 years of inbound contact center management experience required.
• Bi-lingual English/Spanish preferred.
• Customer service experience in the pharmaceutical or healthcare environment strongly preferred.
• Ability to manage contractual requirements, Key Performance Indicators, and overall team performance.
• Must be able to manage multiple tasks and have excellent organizational skills.
• Ability to examine business environment and develop/execute in response to program opportunities.
• Candidate should have a working knowledge of the market including trends and issues as they relate to the patient journey and insights.
• Ability to lead and drive for results in cross-functional teams. Strong planning and prioritization skills.