Pharmaceutical Call Center Manager - Hyrbrid
$40,000–$40,000 year
On-siteRaleigh, North Carolina, United States
Job Summary
Supervise day-to-day operations of Engagement Contact Center programs by interviewing, selecting, and coaching full-time and temporary representatives. Monitor call activity to ensure proper script adherence, track attendance, and manage internal and external training programs. Establish and manage Key Performance Indicators while creating inbound and outbound scripts and work instructions for new projects. Act as the department contact for client escalations, troubleshoot system deficiencies with IT, and merge program-related faxes. Generate detailed reports on call volume, success rates, and agent adherence to meet client expectations and deadlines.
Required Qualifications
- Bachelor's Degree preferred
- Minimum 3 year's supervisory experience in a call center environment
- Experience with inbound and outbound call center programs
- Knowledge of call center operations and processes
- Skill in telephone and/or customer service experience and etiquette
- Skill in using computer systems and call center software
- Ability to effectively coach and motivate a team to meet expectations
- Ability to work with a team and maintain a positive attitude
- Ability to communicate clearly and effectively-written and verbal
- Ability to be flexible and willing to work on a variety of different projects and tasks as needed
- Ability to multitask, prioritize day-to-day responsibilities and meet deadlines
- Analyze information and target trends
- Continually seek ways to provide better customer service
- Effective at group involvement identifying problems and solutions
- Organize people and systems to achieve goals
- Strong analytical skills
- Proficiency in MS Word, Power-point, & Excel with an emphasis on creation, design & maintenance of spreadsheets
Desired Qualifications
- Experience developing user level software requirements
- Experience in pharmaceutical or healthcare environments
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