Manager, Contact Center Analytics & Reporting

Updated: April 3, 2020
Location: Somerset, NJ, United States
Job ID: 8832

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Overview

You’re driven, resourceful, and above all else - remarkably smart.  You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it – you’ve got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you’re known for your good nature. You’ll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door.

 

Responsibilities

This opportunity is with our Deployment Solutions team, which partners with top tier pharmaceutical, medical device and biotechnology companies to provide better, smarter, faster solutions for the industry. Take part in leading the transformation of healthcare by joining the largest provider of outsourced commercial solutions to the healthcare industry.

This client-facing role will be responsible for any Contact Center analytical & reporting needs for assigned client(s).  They contribute to new endeavors, which enhance the usability of information by customers; this includes designing tools, visualizations, and reports for the field and field leadership providing information to measure the impact of contact center activity. Acts as point person for the quality in delivery of all such information. Strategic direction and special projects are also part of the job function.  This position is responsible for program management around business information acquisition, validation, integration, and management, analysis and reporting.  This position develops and provides training to the junior team members, internal and contact center teams.

Key Job Responsibilities:

(Duties may include, but not limited to all or some of the following)

  • Primary client contact for account services from implementation to project shut down, including gathering specifications for programming and analytics generation, developing/maintaining timelines, working with managers to assign resources, QC, and coordination of administrative activities appropriately.
  • Provide direction and perform quality control functions on all deliverables including standard and ad hoc analytics and reports.
  • Develop and maintain project documentation including scope documents.
  • Lead design of new contact center analytics and reporting initiatives in coordination with other potential promotional channels (multi-channel) including ROI and typical program metrics.
  • Work independently to process information and data to create analytics and reports on activities, trends, and projections regarding performance, efficiencies, and possible improvements.
  • Work independently to create ad hoc analyses and reports at the request of clients and internal leadership.
  • Act as contact center analytics & reporting liaison in client presentations. 
  • Train contact center agents/representatives, managers, and clients on deliverables.
  • Meet with contact center leadership and clients to establish, monitor and review performance.
  • Prepare detailed workflow charts and diagrams that describe input, output, and logical operation
  • Create case studies identifying business trends regarding contact center metrics.
  • Oversee and aide contact center analysts development
  • Other projects as deemed necessary by leadership.

 

Job Requirements

Along with demonstrated initiative, uncompromised integrity and a results-oriented mindset, the ideal candidate has:

Required:

  • Bachelor’s Degree or equivalent experience, preferably in computer science, statistics or related field 

Skills Required:

  • Minimum of  3-5 years contact center and technical experience
  • In-depth knowledge of  Veeva and Salesforce.com
  • Experience with life sciences analytics and reporting
  • Experienced in utilizing business intelligence and analytical tools to simplify end-user experience and drive performance metrics
  • Strong analytical, mathematical and quantitative skills
  • Strong interpersonal skills with the ability to interact with all levels of employees and leadershipAbility to multitask, work under deadlines, manage customer expectations and execute timely deliverables
  • Excellent oral and written communication skills.
  • Strong client relationship management skills
  • Prior experience in life sciences and/or medical device sales, field operations, or information management
  • Knowledge of commercial, sales and marketing function with the ability to anticipate needs, make recommendations and respond to ad hoc requests quickly and appropriately.

Preferred:

  • Strong statistical knowledge, training and presentation skills.
  • Pharmaceutical industry knowledge. 
  • Supervisory experience.

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.

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, you’re essential in solving and executing against today’s toughest commercialization challenges facing the world’s leading healthcare companies. From the very beginning, you’ll be supported by team members who, like you, aren’t afraid to try something new. You'll gain exposure and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients.


WORK HERE MATTERS EVERYWHERE | How will you accelerate biopharmaceutical commercialization?

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

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