MANAGER - CONTACT CENTER HUB JOB
Bristol Myers Squibb - Plainsboro, NJ

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MANAGER - CONTACT CENTER HUB(Job Number: 1203951)

Description

Purpose/Objective of the job

Coordinates seamless operational execution of contact center services in the Contact Center Hub to drive efficiency and optimal customer experience; provides support for setting and executing Contact Center Hub strategy and roadmap.

Key Responsibilities and Major Duties
- Sits on leadership team for Contact Center Hub and helps set the strategy and roadmap for the hub;
- Help establish a team that delivers expertise in contact center channel from strategy to tactic to implementation;
- Leads with a continuous improvement focus and discipline; Looks across the brands for opportunities to drive consistency, improvement and excellence;
- Establishes standards for contact center script writing, FAQs, reporting and quality monitoring;
- Leads development and execution of contact center services across multiple brands(i.e., execution of inbound / outbound calls, scripts); brings value to brands by providing early and strategic input, understanding brand strategy and helping create programs that deliver on the strategy;
- Develops and manages telemarketing / contact center budgets, identifying risks and communicating appropriately;
- Monitors real-time performance metrics (e.g., call volume, average speed of answer) in order to dynamically optimize resources and performance; monitors historic metrics to identify opportunities for improvement;
- Proactively identifies potential impacts to inquiry handling and escalates as appropriate
- Provides input into selection and management of contact center agencies / vendors
- Supports interactions with other Hubs, including Reimbursement and Co-pay, Multi-Channel Management (MCM) Partners, Channel Integration Managers, Customer Insights / Decision Analytics team and provides data and input as needed;
- Builds knowledge and expertise in new and existing contact center capabilities to support capability development and training

(Disclaimer: The responsibilities listed above are only a summary and other responsibilities will be requirements as assigned)

Supervisory Responsibility (List job titles of positions that report directly or indirectly to this position and indicate nature of relationship)

Depending on program need, may manage leased workers periodically

Key Stakeholders/Contacts – describe this position’s key internal matrix relationships and key external stakeholders/clients
- Channel Integration Managers
- Multi Channel Partners
- Brand teams (Marketing, Medical, Access)
- Agency
- Legal, Medical, Regulatory (promotional review)
- Joint venture partners
- 3rd Party Vendors

Qualifications

4 year bachelor’s degree required

Candidate should possess 5-10 years with a focus on customer contact center channel operations (preferably with pharmaceutical experience, DTC, DTP)
- Experience in customer contact center operations, including inbound and outbound contact centers (as well as associated processes, script development, and training for each); preferably in pharmaceutical industry
- Experience managing complex direct marketing programs with matrix teams
- Proficient in using contact center systems, including CTI, IVR, CRM, case management, content management systems
- Proficient in performance management and resource allocation based on metrics
- Strong project management skills
- Experience developing and managing brand / telemarketing program budgets
- Proven track record of collaborating with other teams and delivering results on budget / on schedule/on strategy
- Strong interpersonal and communication skills
- Excellent planning, prioritization, management, and organizational skills
- Proficiency at demonstrating the Core BMS Behaviors
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Job Function: Medical Affairs
Primary Location: NA-US-NJ-Plainsboro

Organization
: USP - Business Ops

Bristol-Myers Squibb - 20 months ago - save job - block
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About this company
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Bristol-Myers Squibb (BMS) may be a giant in transition, but its still a pharmaceutical giant. The company's blockbuster cardiovascular...