Call Center Consultant

Role: Call Center Consultant

Location: Remote (EST)

Duration: 3 Months+

Qualifications:

• 10 years call center operations experience is required
• Relevant experience in the healthcare industry is strongly preferred.
• Experience in the pharmaceutical industry is preferred.
• Strong project management, analytical and interpersonal skills are required
• Ability to partner effectively with internal and external stakeholders at various levels to oversee and manage multiple projects is required
• Understanding of general system integrations and technologies is required.
• Experience managing projects/vendors and budgets effectively is required
• Ability to communicate effectively with others, including managing conflict to drive standardization and adoption of required processes.

Overall Responsibilities:

• Contact Center Technology and Process Improvement Design and drive implementation of contact center operations technology and process changes/enhancements
• Translate business improvement requirements into operational process changes and SOPs for vendors and/or technical requirements for software development
• Manage compliance review and approval process in Workfront and iMR for documentation, process, and technology changes
• Work closely with vendors and internal teams on Customer Service initiatives, including quality Management, IVR optimization, Training, work force management, etc.
• Lead development and deployment of IVR and Fax solutions (and other contact center technologies as needed) through all phases of the product lifecycle
• Contact Center Vendor Management - Support day-to-day coordination with key vendors to support patient accessibility and affordability programs.
• Understand business requirements (e.g., product/program launches), communicate these to vendors
• Oversee vendor plans/timelines to execute operations and/or process changes
• Drive consistency and continuity of call center operations across the Company Brands/Therapeutic Areas (TA)
• Call Monitoring and Quality Programs Facilitate call monitoring and call calibration processes
• Identify issues to focus root cause analysis and continuous improvement efforts
• Facilitate vendor call performance processes ensure that call quality is aligned with J&J standards
• Telephony Support Manage and coordinate all telephone numbers / fax numbers/ telephony access points to the Hubs including daily operational review of Hub Telephony performance.