Contact Center Manager

Description

The Engagement Center Manager is responsible for supervising the day-to-day operations of Engagement Center programs, and assisting in growth and development of the department.

Key Job Responsibilities:

(Duties may include, but not limited to all or some of the following)

• Interview, select, train and support/coach full-time and temporary Engagement Center representatives.
• Monitor telephone representatives regularly to ensure that calls are being handled properly and scripts are being followed (including call activity and volume reporting).
• Track attendance and provide feedback, support and discipline to Engagement Center representatives.
• Manage training programs (internal and external) and monitor Engagement Center representative's participation and adherence.
• Assist in establishing KPI's and manage staff to them.
• Assist Engagement Center colleagues with challenging times when peak volumes are achieved or personnel are absent which can be on nights/holidays/weekends.
• Manage project operations within the call center to meet client expectations.
• Act as department contact for all client issue escalations.
• Ensure SOP's are adhered to and works with QA to review and create new SOP's as necessary.
• Create inbound and outbound scripts to be utilized by Support Solution Specialists
• Participate in application testing and work closely with the IT department to diagnose and address system deficiencies and issues as they affect the productivity of the call center.
• Responsible for merging and sending program related faxes as needed and monitoring/reporting their success and return rate.
• Create and provide reporting to include but not limited to call volume, call success rate, hours used per program, and expected completion dates, trending, feedback, and agent adherence.
• Create all applicable work instructions for new projects and update existing work instructions as needed when changes occur during a project life cycle.
• Be able to problem solve and participate in the process of creating solutions.
• Proactive communication to Client Services team to ensure client goals and deadlines are met, providing recommendations to enhance program success when necessary and execute in a timely manner.
• Perform other duties as assigned.
• Supervises call volume activities and production to ensure maximum efficiency.
• Provides guidance and direction to staff, covering all aspects of customer service standards/procedures, ensures adherence to policies and procedures and initiates programs to enhance productivity and customer care.
• Maintains contact with client and other departments as a customer service liaison and troubleshooter to resolve complex customer service problems
• Education and Experience

Required

• Bachelor's Degree strongly preferred, High School diploma required
• Minimum 3 year's supervisory experience in a call center environment.

Preferred

• Experience developing user level software requirements.
• Experience inbound and outbound call center programs.

Job Qualifications :

Required

• Knowledge of call center operations and processes.
• Skill in telephone and/or customer service experience and etiquette.
• Skill in using computer systems and call center software.
• Ability to effectively coach and motivate a team to meet expectations.
• Ability to work with a team and maintain a positive attitude.
• Ability to communicate clearly and effectively-written and verbal
• Ability to be flexible and willing to work on a variety of different projects and tasks as needed.
• Ability to multitask, prioritize day-to-day responsibilities and meet deadlines.
• Analyze information and target trends
• Continually seek ways to provide better customer service
• Effective at group involvement identifying problems and solutions
• Organize people and systems to achieve goals
• Strong analytical skills
• Proficiency in MS Word, Power-point, & Excel with an emphasis on creation, design & maintenance of spreadsheets

At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn't align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.

Why Syneos Health? Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you're empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients' lives around the world. 

W o r k  H e r e  M a t t e r s  E v e r y w h e r e  | How are you inspired to change lives?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)

Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements.
At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.