Manager, Contact Center Operations

Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.

Responsible for managing, organizing, and coordinating outbound and/or inbound call center programs. Serve as liaison between clients, internal resources/departments, and outside vendors. The Regional Call Center Manager, in collaboration with the Business Unit Director, must ensure that agreed client objectives are met or exceeded in a manner that is fiscally responsible for both the client and Ashfield. Directly or through supervisory staff, manage team(s) of Healthcare Communicators and/or Licensed Healthcare Communicators.

This is your opportunity to join Inizio Engage and represent a top biotechnology company!

We believe great people deserve great support—at work and beyond. That’s why we offer a rewards experience designed to help you thrive personally, professionally, and financially:

• Competitive pay that recognizes your experience, expertise, and impact
• Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave
• Company-paid holidays so you can rest, recharge, and focus on what matters most
• Recognition programs, contests, and awards that celebrate your contributions
• Continuous growth opportunities through learning, leadership development, and career advancement support
• A collaborative culture where your ideas are valued and your work makes a difference

• Ensure that all client needs are met with a high degree of quality on time and within budget.
• Offer recommendations to ensure successful program implementation and ongoing operation.
• In partnership with the Business Unit Director, manage all aspects of project start-up, including developing strategy and tactics for program implementation, creating scripts and logic flow, counseling of clients to develop programs which meet legal and regulatory guidelines and developing reporting protocols and templates.
• Development and delivery of initial training programs.
• Manage all aspects of ongoing program support including, but not limited to, call monitoring for quality, providing ongoing training support, providing client with program updates and reporting, interfacing with clients, internal departments and vendors.
• Provide day-to-day supervision, directly or through supervisory staff, of the Communicators or Specialists.
• In coordination with direct manager and supervisory staff and as dictated by program needs: implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members; conduct new hire interviewing; coordinate new hire training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels.
• In the event of staff shortages, develop a contingency plan to maintain adequate coverage levels.
• Provide reports at designated frequency to clients, direct manager and/or others as requested.
• As appropriate within the environment, assist in the development of quality improvement programs as a means to increase productivity and improve service levels.
• As appropriate within the environment, develop call center policies and procedures.
• Probe, clarify and determine clients’ needs to develop effective solutions.
• Make recommendations on the best methodology and implementation methods for client programs.
• Maximize staff utilization and program profitability.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
• Organize the tasks and sequence that needs to be achieved to meet agreed upon commitments, taking into account resource requirements while scheduling, prioritizing activities, and anticipating problems and obstacles.
• Respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise.
• Convey written information clearly and effectively through both formal and informal documents. Convey information orally, in such a way that the recipient(s) comprehends the message.
• Ability to remain calm during all situations; provide constructive feedback; able to inspire teamwork and respect.
• Proficiency with managing the client and delivering program within scope and budget.

• Bachelor Degree or equivalent work related experience
• Project management experience in healthcare-related setting preferred
• Five years’ experience supervising within a Call Center operation.
• Critical thinking and creative problem solving skills
• Solid relationship building skills
• Highly organized, detail-oriented
• Excellent communication and customer service skills
• Must possess the ability to train and motivate staff members.
• Ability to work independently, and exercise sound judgment with regards to issue escalation.
• Outstanding customer service, communication, and interpersonal skills.
• Adept at all applicable computer software, i.e., Microsoft Office, client and Ashfield project specific systems and Ashfield’s or client call management system. Word, Excel, call management system and Outlook.

Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people, and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.

We believe in our values: We empower everyone/We rise to the challenge/We work as one/We ask what if/We do the right thing, and we will ask you how your personal values align to them.

To learn more about Inizio Engage, visit us at: https://inizio.com/