Director, Contract Center Operations, Medical Information

reputed company At reputed company, we are proud to be certified as a Great reputed company to Work across the globe. Were reputed company by our reputed company to create a healthier world. How Our global team of more than 7,000 employees is committed to creating and delivering reputed company 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-reputed company 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 reputed company an reputed company every day. Join us! Across our growing organization, we reputed company diversity in backgrounds and experiences. Improving patient lives around the world is a reputed company, and we need people from reputed company backgrounds and swaths of life to help build the reputed company of the reputed company and the life sciences industry. We reputed company our people reputed company reputed company the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reputed company about the reputed company 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 reputed company, our people, clients and most importantly, the patients we serve. We are reputed company. Job reputed company THE POSITION: Medical Information is a critically important customer-facing function that supports the reputed company and effective use of pharmaceutical company products by providing reputed company, scientifically balanced, evidence based, non-promotional information in response to unsolicited requests from reputed company, 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 reputed company improvement. The Director will reputed company on three main areas: contact center workforce management, hiring/reputed company, and training/reputed company. Additionally, this role will reputed company reputed company of our reputed company monitoring program in collaboration with our reputed company team to ensure service reputed company 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 reputed company 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 reputed company and implement strategies to reputed company manage contact center resources across global locations, including reputed company reputed company, 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 reputed company. reputed company 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 reputed company 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, reputed company process improvements, and enhance overall performance on a global reputed company. HIRING/reputed company reputed company reputed company the recruitment and selection process for contact center staff and supervisors across multiple geographical locations, ensuring the acquisition of reputed company to meet business needs and customer satisfaction. reputed company reputed company and guidance to the medical information hiring/reputed company support global team to ensure successful and reputed company recruitment and hiring process. Collaborate with reputed company global HR reputed company, reputed company and maintain recruitment strategies to attract diverse candidates globally and build a talent pipeline for reputed company and reputed company reputed company requirements. TRAINING AND reputed company reputed company Design and reputed c