Call Center Manager (Remote)

Updated: November 24, 2021
Location: Phoenix, AZ, United States
Job ID: 138321


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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

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

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
This position is remote and applicant can be located in any US location. This position excludes Colorado applicants.

Job Requirements

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

Education:

  • 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.

Interviews may be conducted in person at an on-site interview location. For any in person interviews, local Covid safety guidelines will be followed.

As a healthcare company we have an important responsibility to protect individual and public health. This position will require individuals to be fully vaccinated against COVID-19 as part of their job responsibilities, unless an exemption can be confirmed based on a medical condition or sincerely held religious belief. Submission & Approval of an Exemption does not guarantee that an exemption can be accommodated.


Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, you’re empowered to exceed your sales goals with the autonomy you need to over deliver. We’re dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Syneos Health has launched more sales teams in the last 5 years across all major Therapeutic Areas than the top 25 pharma companies combined. By joining Syneos Health, you’ll be connected to our multitude of career paths and pipeline of employment opportunities.

WORK HERE MATTERS EVERYWHERE | How will you accelerate pharmaceutical sales?

Syneos Health is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)

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