REMS Call Center Manager

Description

• 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).
• 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.
• Provide guidance and direction to staff, covering all aspects of customer service standards/procedures, ensure adherence to policies and procedures, and initiate programs to enhance productivity and customer care

• Bachelor's Degree strongly preferred, High School diploma required
• Minimum 3 years supervisory experience in a call center environment.
• Minimum 3 years experience with REMS (Risk Evaluation & Mitigation Strategies)
• 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.

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 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.

Work Here Matters Everywhere | 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, eligibility to participate in Employee Stock Purchase Plan and 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.