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Call Center Operations

Q1 Technologies, Inc

Raritan, NJ

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JOB DETAILS
SKILLS
Analysis Skills, Biotech and Pharmaceutical, Budgeting, Business Continuity Planning (BCP), Calibration, Call Center Management, Call Center Operations, Call Centers, Call Monitoring, Communication Skills, Continuous Improvement, Customer Support/Service, Documentation, Healthcare, Hubs, Identify Issues, Interpersonal Skills, Maintain Compliance, Multitasking, Operational Audit, Operations Processes, Oracle, Process Improvement, Product Lifecycle, Product Management, Product Programs, Product/Service Launch, Project/Program Management, Quality Assurance, Quality Management, Quality Monitoring, Requirements Management, Root Cause Analysis, Siebel, Software Development, Standard Operating Procedures (SOP), System Integration (SI), Technical Operations, Telephony, Vendor/Supplier Evaluation, Vendor/Supplier Management, Vendor/Supplier Planning, Voice Response Systems
LOCATION
Raritan, NJ
POSTED
30+ days ago
Job Title: Call Center Operations
Location: Raritan, NJ (Onsite)
Job Type: Contract

Job Description:
  • Contact Center Technology and Process Improvement – Design and drive implementation of contact center operations technology and process changes/enhancements
    • Translate business improvement requirements into operational process changes and SOPs for vendors and/or technical requirements for software development
    • Manage compliance review and approval process in Workfront and iMR for documentation, process, and technology changes
    • Work closely with vendors and internal teams on Customer Service initiatives, including quality Management, IVR optimization, Training, work force management, etc.
    • Lead development and deployment of IVR and Fax solutions (and other contact center technologies as needed) through all phases of the product lifecycle
  • Contact Center Vendor Management - Support day-to-day coordination with key vendors to support patient accessibility and affordability programs.
    • Understand business requirements (e.g., product/program launches), communicate these to vendors
    • Oversee vendor plans/timelines to execute operations and/or process changes
    • Drive consistency and continuity of call center operations across the Company Brands/Therapeutic Areas (TA)
  • Call Monitoring and Quality Programs – Facilitate call monitoring and call calibration processes
    • Identify issues to focus root cause analysis and continuous improvement efforts
    • Facilitate vendor call performance processes ensure that call quality is aligned with standards
  • Telephony Support – Manage and coordinate all telephone numbers / fax numbers/ telephony access points to the Hubs including daily operational review of Hub Telephony performance.
Qualifications:
  • 10 years' call center operations experience is required
  • Relevant experience in the healthcare industry is strongly preferred.
  • Experience in the pharmaceutical industry is preferred.
  • Strong project management, analytical and interpersonal skills are required
  • Ability to partner effectively with internal and external stakeholders at various levels to oversee and manage multiple projects is required
  • Understanding of general system integrations and technologies is required.
  • Experience managing projects/vendors and budgets effectively is required
  • Ability to communicate effectively with others, including managing conflict to drive standardization and adoption of required processes.
  • Skills: Product Management, Oracle Siebel Functional -Call Center & Services
  • Experience Required: 8-10

About the Company

Q

Q1 Technologies, Inc

Q1 consists of experienced and recognized experts providing the capability to respond to market demand in order to provide professional services for our clients including Enterprise software implementations, application integration and technical / functional support.

Q1 has steadily grown into a Quality IT services and solutions organization with the average experience of our team being over 10 years. We have continuously met or exceeded client expectations by delivering professional services and project implementations on time and under budget to help clients truly recognize return on investment.

COMPANY SIZE
500 to 999 employees
INDUSTRY
Computer/IT Services
FOUNDED
1990
WEBSITE
http://q1tech.com/

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