Overall Responsibilities:
· Contact Center Technology and Process Improvement – Design and drive implementation of contact center operations technology and process changes/enhancements
o Translate business improvement requirements into operational process changes and SOPs for vendors and/or technical requirements for software development
o Manage compliance review and approval process in Workfront and iMR for documentation, process, and technology changes
o Work closely with vendors and internal teams on Customer Service initiatives, including quality Management, IVR optimization, Training, work force management, etc.
o 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.
o Understand business requirements (e.g., product/program launches), communicate these to vendors
o Oversee vendor plans/timelines to execute operations and/or process changes
o 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
o Identify issues to focus root cause analysis and continuous improvement efforts
o 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.
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.
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