Senior Contact Center Manager

Description

We are looking for a talented individual to join our team as a Senior Engagement Center Manager.

This opportunity is part of our Deployment Solutions team, which partners with top-tier pharmaceutical, medical device, and biotechnology companies to provide better, smarter, faster solutions for the industry.

The Engagement Center Senior Manager is responsible for supervising the day-to-day operations of Engagement Center Managers and assisting in growth and development of the department. The Senior Manager is responsible for maximizing the team's achievement of successful operations, performance metrics/Service Level Agreements (SLAs) and quality scores of assigned program(s), oversight of Engagement Center operations, staffing relationships, issue resolution, escalation response and mitigation, as well as identifying opportunities and solutions to enhance program performance.

In this exciting opportunity, you are a great fit if you can....

• Assess productivity and key metric activities to ensure maximum efficiency. Provides guidance and direction to management staff, covering all aspects of customer service standards/procedures, ensures adherence to policies and procedures and initiates programs to enhance productivity and customer care.
• Provide insights and strategic recommendation to executive leadership related to program operations, quality and efficiencies
• Develop reports used in monitoring compliance with policies and procedures. Keeps management informed of individual performance, team productivity.
• Evaluate and trains/coaches current and new ECMs and Team Leads on EC skills, goal attainment and problem resolution orientation.
• Actively participates in the interview and hiring process for new ECMs & Team Leads
• Manage the daily activities of the Engagement Center including monitoring daily call metrics/goals, improving productivity, and ensuring customer satisfaction.
• Analyze operational data to identify areas of improvement for the program team and identify team trends and patterns to drive results.

You are a great fit if you have...

• Bachelor's Degree required
• 5+ supervisory/management experience in a call center environment
• Strong command/leadership skills
• Effective time management skills
• Superior communication and presentation skills
• Superior coaching skills and passion for helping the team (e.g. agents) improve
• Facilitate new processes, tools, trainings, and cross-trainings of team (e.g. agents)
• Ability to work within a hybrid team environment and maintain a positive attitude

We would love for you to have...

• Experience within a Pharmaceutical/Medical Call Center environment

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

Why Syneos Health? Each life we positively impact makes our work worthwhile. By joining one of our field medical teams, you will partner with some of the most talented clinicians in the industry and be reminded why you chose a career in healthcare. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients' lives around the world.

Work Here Matters Everywhere | How are you inspired to change lives?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements.
AtSyneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.