The Hired Guns are seeking a Contact Center Manager to lead the daily operations of the contact center team for a global healthcare agency focused on recruiting patients for clinical research studies that advance new treatment and medication options.
Salary range: $85,000 to $95,000 per year
The Nitty Gritty
The backstory on the company and why they need to hire you!
This woman-owned, data-driven company pairs patients with research studies, enabling life-saving drugs and procedures to come to market faster. Every year for the past five years, the company has doubled in size and is poised for even more growth in 2023. To keep up with this rapid expansion, they’re looking for a Contact Center Manager to lead training, provide supervision, and track KPIs and OKRs for calls and patient services.
On a day-to-day basis, you’ll collaborate with Tech Operations to manage the telephony system and configure campaign platform settings. You’ll also train agents in the telephony platform and manage Nurse Shift Supervisors to maintain agent performance, productivity, and adherence to department policies and procedures.
A crucial part of this role will be to generate daily and weekly CC metric reports and use them to manage campaign performance. Plus, you’ll maintain awareness of call volume across all campaigns and recommend solutions and process improvements to consistently maintain a positive caller experience. It will be your responsibility to schedule and implement the department’s training program to ensure adherence to Contact Center policies and procedures and document compliance to client-specific SOPs.
How you’ll know if you’re a fit…
In order to do this job right, you need to have 3-5+ years under your belt working in call center management with experience managing remote employees. You must have telephony platform experience and the ability to train others remotely. If you’ve worked in healthcare or in an adjacent industry that’s a major plus. You have a proven track record of leading successful change management and process improvement efforts. Plus, you enjoy being a mentor, developing talent, and fostering relationships (aka you can demonstrate the ability to build a collaborative team dynamic and positive culture with a remote team). Non-negotiable: you must be proficient in Microsoft Office Suite, Google Workplace (G Suite), and Acqueon (or a similar customer-engagement system).
The Inside Skinny
Why you should quit your job right now and join this team!
If you’re looking to lead a remote team with reasonable hours while helping to change the world, then this is certainly the right gig for you. You’ll have a lot of autonomy, impact, and a generous compensation/benefits package! No-brainer.
The Hired Guns does not and will not discriminate in considering and referring candidates for employment, or in its treatment or advancement of its employees, and will not tolerate harassment, on the basis of race, color, religion, gender (including gender identity and expression), sexual orientation, national origin, age, disability, or any other status protected by applicable federal, state or local law.