Director, Contract Center Operations, Medical Information

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. 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.

Across our growing organization, we embrace diversity in backgrounds and experiences. 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.

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.

This 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.

Essential Duties and Responsibilities

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.
• 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.

Training and Onboarding Oversight

• Design and provide oversight of delivery of comprehensive training programs for contact center staff across different regions and time zones.
• Implement effective onboarding procedures to facilitate smooth integration of new hires into the contact center environment.
• Evaluate training effectiveness and continuously enhance training materials and methodologies.
• Provide ongoing coaching and development opportunities to support the professional growth and performance improvement of contact center team members.

Quality Monitoring Program Oversight

• Collaborate with the Quality team to define quality standards, assessment criteria, and performance metrics for contact center operations on a global scale.
• Implement and maintain a robust quality monitoring program to evaluate agent interactions across multiple locations.
• Analyze quality monitoring data from diverse geographical regions to generate insights, develop action plans, and drive continuous improvement initiatives.

People Leader

• Enable effective collaboration between commercial, business managers, finance and other teams involved in day-to-day business.
• Interview, select and supervise the activities of the department staff; communicate, interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives; authorize and communicate salary changes, promotions, transfers, discipline, and discharge.

Expectations of the Job

• Metrics: Maintain and contribute toward process improvement, which positively impacts metrics associated with activities of the Medical Communications Contact Center.
• Customer Services: Maintain and improve customer services associated with the activity of the Medical Communications Contact Center.
• Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
• Travel: Up to 15%.

Qualifications

Minimum Knowledge, Skills and Abilities

• Education: Bachelor's degree in Business Administration, Management, or related field (Master's degree preferred).
• Experience: 15 years proven experience in contact center operations management, with a focus on workforce management, hiring/recruiting, and training/onboarding in a global context.

Preferred Qualifications

• Experience in the pharmaceutical or health-related industry.
• Strong leadership skills with the ability to inspire and motivate teams across different geographical locations.
• Exceptional communication and interpersonal skills.
• Excellent analytical and problem-solving abilities, with a data-driven approach.
• Prior experience in overseeing quality monitoring programs in a global contact center environment.
• Technology proficiency in telephony applications, Medical Information databases, Microsoft Office, and video conference platforms.

Additional Information

EVERSANA is an Equal Opportunity Employer. We are committed to providing competitive salaries and benefits. Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location. For more information about our benefits, visit eversana.com/careers. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at [email protected].