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Teleservices Manager

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Seeking a Teleservices Manager for a one year contract or longer for our pharma client in the Plainsboro, NJ area!

Contact center professional with marketing services, client support and operations experience in the development, execution and management of a third party call center in support of Direct-to-Consumer (DTC) and Direct-to-Prescriber (DTP) marketing programs. Demonstrate strong project management skills and implement complex direct marketing programs with matrix teams. Knowledge of FDA, PDMA, Privacy and Regulatory requirements with ability to inform and impact compliance decisions.
Responsibilities:
Operations Management (60%) Manage 3rd party contact center in all aspects of operations, call quality, data quality, telephony and reporting including vendor selection, management and fiscal control.
• Gather and document program specifications for contact center suppliers to execute inbound, outbound and digital marketing programs.
• Demonstrate project management and communication skills to internal teams and external vendors to ensure outcomes are consistent with brand goals and objectives.
• Prioritize conflicting/competing brand program support requirements across multiple campaigns, identifying implications for decision-making and communicating to brands and affected constituents.
• Identify opportunities to reduce costs and lead time while maintaining quality, utilizing Information Technology and Telephony contact center capabilities
• Develop contact center scripts, both verbatim and call guide formats. This includes accompanying FAQs.
• Develop contact center scripts in accordance with BMS and Joint-venture partnership’s Legal, Medical, Regulatory and brand program needs. Script development may be in collaboration with agency-of-record or as lead working directly with brand lead.
• Responsible for the developing and managing contact center implementation timelines for new and existing programs
• Conduct regular call monitoring calibration sessions with brand and agency
• Develop SOPs, Business Requirement Documents (BRDs) and/or work instructions for contact centers and individual brand programs
• Collaborate with contact center and analytics to develop reports that reflect contact and data outcome activity.
• Provide feedback during the creative process to ensure best practices are followed. Ensure that design economies are realized when possible and that contact center scripts are consistent across channels.
• Develop contact center training content in accordance with and Joint-venture partnership’s Legal, Medical, Regulatory and brand program needs
• Conduct new and refresher training for contact center personnel, including CSRs, Quality Assurance, Supervisors, Team Leaders, Account Management and Trainers.
• Travel to contact center locations as appropriate for training and/or business reviews
• Participate in Legal, Medical and Promotional Compliance reviews of all contact l center materials (scripts, training decks, FAQs, etc.)
• Manage roster of toll-free numbers (TFNs) used for all brand’s tactics and channels. Includes procurement of non-vanity and vanity TFNs, activation, de-activation, linkage to proper script and testing of TFNs
• Create and distribute media codes to link TFN to database. Adhere to all FDA Consumer, HCP Privacy and FCC regulations
• Participate in brand program planning meetings and attend ongoing program status meetings.
• Other responsibilities as assigned

Leadership and Execution Direction (20%)
• Demonstrate leadership by providing clear direction in the development of effective, high-quality programs.
• Provide innovative recommendations to enhance customer contact center experience by using strategic and new approaches.
• Ensure strong planning and project management, using consistent tools
• Ensure that contact center operations are effective and efficient through the ongoing review of supplier performance scorecards and development and execution of corrective action plans.
• Conduct supplier assessments at minimum of twice per year.
• Provide appropriate support, guidance and advice to continuously improve the services delivered by contact center suppliers to brand
• Develop and provide new and refresher training call center suppliers to ensure alignment with needs Document and share best practices and lessons learned with peers and managers
• Set realistic deadlines and adhere to them. Communicate any risk of missing deadline in a timely manner.
Financial Management (20 %)
• Develop and manage brand telemarketing/contact center program budgets, identifying risks to exceeding budgets as they arise post-launch or during planning phases if brand expectations are not aligned with potential post-launch outcomes. Manage expectations with sound situational assessment and alternative outcomes/risks throughout the budget year
• Provide actionable recommendations and insight to the brands specific to the management of contact center operational tactics (e.g. , cost per call metrics)
• Ensure brand plans and budgets are derived from sound assessment of current and future business needs. Partner with brand to ensure their plans are carefully considered and well-thought out to effectively plan expected programs within a realistic framework
Education & Experience Requirements:
• A Bachelor’s degree is preferred
• Combined 5-10+ years experience of call center operations experience in financial services or telecommunications. Also experience in Pharma DTC and/or DTP programs
• Knowledge and experience in development, testing and implementation of inbound and outbound telemarketing and contact center digital programs. This includes expertise of working in a contact center environment, preferably in Client Services and Operations management, execution of a new product launch and an understanding of contact center benchmarks and metrics throughout the industry.
• Working knowledge of Click-to-Chat, Click-to-Call and other digital functionality as they relate to contact center interaction
• Expertise in using contact center Information Technology and Telephony to reduce costs, improve quality, reduce lead time, improve customer experience and meeting/exceeding brand program objectives,
• Excellent project management and communication skills to direct internal teams, external vendors and to ensure outcomes consistent with brand management goals and objectives
• Excellent verbal and written communication skills are required

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