Manager, Global Contact Center Operations
141 Portland Ave Cambridge, MA 02139 US
*Depending on exp
This role is an exciting opportunity to be a critical part of a dynamic global team in a high growth organization. The Manager, Global Contact Center Operations, will partner with the US business leads to proactively share outcomes from the contact center to inform strategy and understand market dynamics to impact contact center design and activities.
Seeks candidates aligned with its culture centered on bold, collaborative, curious, and relentless values, which enable innovation in mRNA-based vaccines and therapeutics to benefit patients.
Here’s What You’ll Do
Support contact center operations globally and ensure development, execution, and tracking of metrics and KPIs
Support the oversight of the Contact Center vendor(s) to ensure quality standards for communication are met
Monitor operational processes and provide updates to drive efficiency and quality
Support creation contact center training materials and training of vendor resources to ensure customer needs are met.
Collaborate closely with our digital team to support best in class engagement mechanisms for our customers utilizing the Omnichannel Cloud Contact Center Platform and other supportive digital tools.
Interact with the key stakeholders in Medical Affairs, Commercial, Clinical Safety & Pharmacovigilance, Quality, Tech Dev, Legal, etc. to support the vendor with custom responses, training, and system integrations to optimize Contact Center operations.
Understand business priorities and support strategies within the contact center
Here’s What You’ll Need (Minimum Qualifications)
3+ years of job-related experience in a call center/contact center
2+ years working in the biotech and/or pharma industry
Here’s What You’ll Bring to the Table (Preferred Qualifications)
Advanced degree preferred
Strong understanding of and adherence to relevant FDA, EU, ICH guidelines and regulations
Attention to detail, excellent communication skills, and the ability to work independently, escalating risks and issues as appropriate
Demonstrated success in a fast-paced environment, with the ability to learn on the fly while understanding and solving new problems that require a high level of independent judgement and initiative
Ability to identify the most efficient and effective way to implement new services
Skilled at working effectively in a collaborative team environment where results are achieved through influence and the incorporation of multiple points of view
Ability to organize, prioritize, and work effectively in a constantly changing, ambiguous environment
Outstanding written and verbal communication skills
A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative.
Although this hasn't been an issue at The Planet Group, the staffing industry has seen an increase in people falsely representing themselves as recruiters to gather personal information from job seekers. For your safety, do not provide sensitive data to anyone you have not spoken with thoroughly and never provide banking information during the application process. Candidate safety is a top priority at The Planet Group.