Call Center Manager

Updated: November 29, 2023
Location: Newtown, PA, United States
Job ID: 2348

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We are looking for a talented individual to join our team as an Engagement Center Manager.  
If you are known for your exceptional leadership, we would love to hear from you! 

The Engagement Center Manager is responsible for developing and leading Engagement Center staff through virtual sales and support initiatives. The role serves as a champion for maximum productivity and quality control for all customers and products provided.

 You will:

  • Monitor call center representatives regularly to ensure that calls are being handled properly and scripts are being followed (including call activity and volume reporting).
  • Manage project operations within the call center to meet client expectations.
  • Supervise call volume activities and production to ensure maximum efficiency. 
  • Create and provide reporting to include but is not limited to call volume, call success rate, hours used per program, expected completion dates, feedback, and agent adherence.
  • Provide guidance and direction to staff, covering all aspects of customer service standards/procedures, ensure adherence to policies and procedures, and initiate programs to enhance productivity and customer care.
  • Consistently demonstrate a proactive, customer-centric, solution-based approach.

 Essential Requirements:         

  • Bachelor’s Degree 
  • Minimum 3 years of supervisory experience in a call center environment across both patient/customer inbound and outbound programs
  • Knowledge of call center operations and processes

 Desired Requirements: 

  • Recent pharmaceutical or healthcare industry experience
  • Outstanding interpersonal and collaboration skills
  • 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.
  • Strong analytical skills

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? Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you’re empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. 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. 

Wor Her Matter Everywher | 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.
At Syneos 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.

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