Manager Call Center Operations

TMS Health is an integrated healthcare communications company that specializes in supporting the pharmaceutical industry in supporting their customers and products.  At TMS Health, we have more than 400 healthcare communications specialists who do nothing but talk to pharmacists, physicians, and patients on behalf of the brands we represent.  TMS currently has an opening for a call center operations manager to oversee a 20+ customer care team, for a large consumer products company.

General Objective:

 

Hands on management of the daily operations within the Call Center.  Oversees the handling of communications to assure that all consumer and professional calls, mail, fax and internet communications are processed according to established Standard Operating Procedures (SOPs) and within pre-defined Service Levels.  Assumes responsibility for ensuring prompt, accurate and professional handling, documentation and reporting of approximately 400,000 contacts annually. 

 

Forecast workloads and utilize scheduling strategies to ensure optimal Service Levels (e.g. Abandonment Rate, etc.) are met; monitor real time contact volume and adjust staff to handle accordingly; monitor schedule adherence to maximize effectiveness of CSRs. 

 

 

Primary Job Responsibilities:

 Work with client and TMS management to set high standards and establish well defined priorities.Generate and distribute performance reporting daily to TMS Management (e.g. Dashboard).Manage the daily activity and scheduling of CSRs to ensure adequate coverage and delivery of agreed upon service levels.Ensures that established turn-around time(s) and other agree upon service level measurements (i.e. abandoned rate, average speed of answer, etc.) are met.Ensures that relevant information flows smoothly and in a timely manner to program team.Convenes departmental meetings regularly to review progress and share information.Timely advisement to TMS Management of relevant information.Prepare and analyze internal and external quality reports for TMS management staff to review.Develop and implement, with input from TMS, incentive awards and or corrective action decisions.Seeks best practices and shares them within team. Advocates the importance of good customer care/consumer relations.

 

 

Qualifications: 

 Bachelor’s degree preferred or equivalent related work experienceMinimum of three year operations/customer care management experience in a service oriented call centerKnowledge of US Regulatory environment, especially relevant is FDA 21 CFR Part 210 and 21 a plusDetailed knowledge of Food and Drug Administration (FDA) and Good Manufacturing Practices (GMP) compliance, documentation, and quality systems a plusProven project management and organizational skills

 

Other:

 Strong verbal and written communication skills; attention to detail; excellent interpersonal skills; approachableStrong problem identification, analytical skills, and problem solvingStrong leadership skills; ability to effectively manage a team Ability to handle stress within a fast paced environmentPersonal computer skills including all applications in Microsoft OfficeAbility to manage the operations in accordance to the strategic objectivesExperience with Astute CRM and/or ACD technology a plus.