Call Center Senior Manager ensuring compliance and operational excellence at 1 - 800 Contacts. Leading managers and agents to enhance customer experience and operational effectiveness.
About the role
- Contact Center Quality Manager at IQVIA managing quality operations and processes in a client-facing role. Ensuring adherence to standards and driving team performance for superior customer service.
Responsibilities
- Support the Director, Quality with project activities to achieve quality deliverables and high customer value.
- Oversee and manage Quality program to ensure that contact center agents are interacting with customers in accordance with guidelines.
- Evaluate Contact Center performance against defined Service Level Agreements.
- Monitor compliance regarding proper and appropriate use of approved Client resources.
- Identify trends, such as month over month quality performance metrics and any missed SLAs at the organizational level.
- Prepare and deliver monthly project summary reports.
- Assist with planning and delivery of training and client periodic meetings.
- Attend and support weekly Client and program staff meetings.
- Design and lead key Quality initiatives to improve team performance in creating an exceptional customer experience.
- Directly supervise and manage assigned personnel and projects as directed.
Requirements
- Bachelor's Degree preferred.
- 5+ years Program Management or 5+ years as a Quality Assurance Analyst, in a Contact Center environment.
- Biotech, Life Science, or Pharmaceutical industry experience is required.
- Salesforce experience preferred.
- Knowledge and prior experience in Telephony platforms preferred.
- Experience with Workforce Management in a Contact Center environment.
- Ability to quickly learn details of multiple IT systems, integrations, and cloud applications.
- Demonstrated excellence in critical thinking and analysis, small and large group facilitation, and presentation skills.
- Demonstrated ability/experience in thinking at a high-level but have the ability to get into details.
- 2+ years’ experience in leading a team within a Contact Center environment
- Excellent interpersonal, verbal, and written communication skills.
- Ability to work comfortably at all levels within the organization up to the senior management level.
- 10% travel may be required.
Benefits
- Health insurance
- Retirement plans
- Paid time off
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