Engagement/Call Center Manager - remote based

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Updated: July 28, 2021
Location: Albuquerque, NM, United States
Job ID: 134255

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You provide the vision, set the pace and inspire success.

There’s one thing you do that’s exceptional: lead. You formulate a plan and focus your team to solve the unsolvable, beat the unbeatable and come out on top. Your capacity to creatively strategize, motivate sales professionals, and elicit achievement makes you the right fit for an Engagement Center Team Manager role with Syneos Health.



The Engagement Center Manager is responsible for supervising the day-to-day operations of Engagement Center programs and assisting in growth and development of the department.

Please note - This is an internal temporary position with a duration of 6+ months.

Key Job Responsibilities:

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

  • Interview, select, train and support/coach full-time and temporary Engagement Center representatives.
  • Monitor telephone representatives regularly to ensure that calls are being handled properly and scripts are being followed (including call activity and volume reporting).
  • Assist in establishing KPI’s and manage staff to them.
  • Ensure SOP’s are adhered to and works with QA to review and create new SOP’s as necessary.
  • Create inbound and outbound scripts to be utilized by Support Solution Specialists
  • Create and provide reporting to include but not limited to call volume, call success rate, hours used per program, and expected completion dates, trending, feedback, and agent adherence.

Job Requirements

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


  • Bachelor’s Degree required

Required Skills:

  • Minimum 3 year’s supervisory experience in a call center environment.
  • Knowledge of call center operations and processes.
  • Skill in using computer systems and call center software.
  • Ability to effectively coach and motivate a team to meet expectations.
  • Ability to multitask, prioritize day-to-day responsibilities and meet deadlines.
  • Analyze information and target trends
  • Organize people and systems to achieve goals
  • Strong analytical skills
  • Proficiency in MS Word, Power-point, & Excel with an emphasis on creation, design & maintenance of spreadsheets

Preferred Skills:

  • Experience developing user level software requirements.
  • Experience inbound and outbound call center programs.
Please note - this is a fully remote based role that can be located anywhere in the US- CO residents are excluded.

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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