Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

THE POSITION:

Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers. Medical Information also plays an important role in post-marketing handling of adverse events and product complaints. The Director of Contact Center Operations is a strategic leadership role responsible for overseeing and optimizing the performance of our contact center. This individual will play a critical role in ensuring efficient contact center operations, exceptional customer service, and continuous improvement. The Director will focus on three main areas: contact center workforce management, hiring/recruiting, and training/onboarding. Additionally, this role will provide oversight of our quality monitoring program in collaboration with our Quality team to ensure service excellence and customer satisfaction. Our global contact center teams operate both in-office and remotely, and this role will be responsible for ensuring seamless coordination and performance across all locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are achieved by:

CONTACT CENTER WORKFORCE MANAGEMENT

• Develop and implement strategies to efficiently manage contact center resources across global locations, including staffing levels, scheduling, and forecasting.
• Ensure contact center operations are in compliance with company and industry labor and telecommunication regulations and standards.
• Create and enforce contact center policies and procedures to optimize efficiency, customer service and quality.
• Provide direction and guidance to global workforce management team to assist with day to day management of the contact center staff.
• Monitor key performance indicators (KPIs) such as call center service level, average handle time, and agent adherence to optimize operational efficiency and service delivery across diverse time zones.
• Assist with evaluation and implementation of new contact center technology and solutions to maintain competitiveness in the industry.
• Collaborate with relevant stakeholders to identify and address operational challenges, drive process improvements, and enhance overall performance on a global scale.

HIRING/RECRUITING EXCELLENCE

• Lead the recruitment and selection process for contact center staff and supervisors across multiple geographical locations, ensuring the acquisition of top talent to meet business needs and customer satisfaction.
• Provide oversight and guidance to the medical information hiring/recruiting support global team to ensure successful and expedient recruitment and hiring process.
• Collaborate with EVERSANA global HR units, develop and maintain recruitment strategies to attract diverse candidates globally and build a talent pipeline for current and future staffing requirements.

TRAINING AND ONBOARDING OVERSIGHT

• Design and provide oversight of delivery of comprehensive training programs for contact center staff across different regions and time zones, covering product knowledge, customer service skills, systems training, and other relevant topics.
• Implement effective onboarding procedures to facilitate smooth integration of new hires into the contact center environment, regardless of their location.
• Evaluate training effectiveness and continuously enhance training materials and methodologies to meet the needs of a global workforce and evolving business requirements.
• Provide ongoing coaching and development opportunities to support the professional growth and performance improvement of contact center team members, whether they work in-office or remotely.

QUALITY MONITORING PROGRAM OVERSIGHT

• Collaborate with the Quality team to define quality standards, assessment criteria, and performance metrics for contact center operations on a global scale.
• Implement and maintain a robust quality monitoring program to evaluate agent interactions across multiple locations, identify areas for improvement, and ensure consistency in service delivery and compliance.
• Analyze quality monitoring data from diverse geographical regions to generate insights, develop action plans, and drive continuous improvement initiatives across the global contact center network.

ALL OTHER DUTIES AS ASSIGNED

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values. In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Enabling effective collaboration between commercial, business managers, finance and other teams involved in day-to-day business
• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECTIONS OF THE JOB:

• Metrics: Maintain and contribute toward process improvement, which positively impacts metrics associated with activities of the Medical Communications Contact Center; metrics are subject to change annually or more often as deemed necessary.
• Customer Services: Maintain and improve customer services associated with the activity of the Medical Communications Contact Center.
• Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
• Travel: In general, this position does not travel; however, the incumbent will need to be able to travel up to 15%.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education:  Bachelor's degree in Business Administration, Management, or related field (Master's degree preferred).
• Experience and/or Training: 15 years proven experience in contact center operations management, with a focus on workforce management, hiring/recruiting, and training/onboarding in a global context.

PREFERRED QUALIFICATIONS:

• Experiences in Pharmaceutical industry or Health related industry environment.
• Strong leadership skills with the ability to inspire and motivate teams across different geographical locations to achieve performance goals and deliver exceptional customer experiences.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments and influence stakeholders at all levels, regardless of their location.
• Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making and process optimization preferably in a global setting.
• Prior experience in overseeing quality monitoring programs and driving quality improvement initiatives in a global contact center environment is highly desirable.
• Technology proficiency in the areas of telephony applications and platforms, Medical Information database, Microsoft Office and software, and video conference platforms. 
• Proficiency in contact center technologies, workforce management software, and performance analytics tools, with the ability to leverage technology to support global operations.
• Positive Attitude and Energy – Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
• Communication Skills – Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
• Innovator – Transforms creative ideas into original solutions that positively impact the company’s performance.
• Highly Principled – Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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