Manager, Contact Center Operations

About this role

InizioEngage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.

Responsible for managing, organizing, and coordinating outbound and/or inbound call center programs. Serve asliaisonbetween clients, internal resources/departments, and outside vendors. The Regional Call Center Manager, in collaboration with the Business Unit Director, must ensure that agreed clientobjectivesare met or exceeded in a manner that is fiscally responsible for both the client and Ashfield. Directly or through supervisory staff, manage team(s) of Healthcare Communicators and/or Licensed Healthcare Communicators.

This is your opportunity to joinInizioEngage and represent a top biotechnology company!

WhyYou’llLove Working Here

We believe great people deserve great support—at work and beyond.That’swhy we offer a rewards experience designed to help you thrive personally, professionally, and financially:

• Competitive pay that recognizes your experience,expertise, and impact

• Comprehensive benefits including medical, dental, and vision coverage;accruedpaid time off; 401(k) with company match; disability and life insurance; and paid maternity andpaternity leave

• Company-paid holidays so you can rest, recharge, and focus on what matters most

• Recognition programs, contests, and awards that celebrate your contributions

• Continuous growth opportunities through learning, leadership development, and career advancement support

• A collaborative culture where your ideas are valued and your work makes a difference

We’realso proud to be recognized for creating an exceptional employee experience:

• Best Place to Work in BioPharma — 2022, 2023, 2025

• Certified Great Place to Work® — 2021, 2023, 2025, 2026

Learn more:

What will you be doing?

• Ensure that all client needs are met with a high degree of quality on time and within budget.

• Offer recommendations to ensure successful program implementation and ongoing operation.

• In partnership with the Business Unit Director, manage all aspects of project start-up, including developing strategy and tactics for program implementation, creating scripts and logic flow, counseling of clients to develop programs which meet legal and regulatory guidelines and developing reporting protocols and templates.

• Development and delivery ofinitialtraining programs.

• Manage all aspects of ongoing program support including, but not limited to, call monitoring for quality, providing ongoing training support, providingclientwith program updates and reporting, interfacing with clients, internaldepartmentsand vendors.

• Provide day-to-day supervision, directly or through supervisory staff, of the Communicators or Specialists.

• In coordination with direct manager and supervisory staff and as dictated by program needs: implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members; conduct new hire interviewing; coordinate new hire training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels.

• In the event ofstaff shortages, develop a contingency plan tomaintainadequate coverage levels.

• Provide reports at designated frequency to clients, directmanagerand/or others as requested.

• Asappropriate withinthe environment,assistin the development of quality improvement programsas a means toincrease productivity and improve service levels.

• Asappropriate withinthe environment, develop call center policies and procedures.

• Probe, clarify anddetermineclients’ needs to develop effective solutions.

• Make recommendations on the bestmethodologyand implementation methods for client programs.

• Maximize staffutilizationand program profitability.

• Must safeguard patient privacy and confidentiality by following the guidelinesset forth inthe Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

• Organize the tasks and sequence that needs to be achieved to meet agreed upon commitments,taking into accountresource requirements while scheduling, prioritizing activities, and anticipating problems and obstacles.

• Respond to issues, examine options and alternatives, and make informed decisions addressing problems as they arise.

• Convey written information clearly and effectively through both formal and informal documents. Convey information orally, in such a way that the recipient(s)comprehendsthe message.

• Ability to remain calm during all situations; provide constructive feedback; able to inspire teamwork and respect.

• Proficiencywith managing the client and deliveringprogramwithin scope and budget.

What do you need for this position?

• Bachelor Degreeor equivalentwork relatedexperience

• Project management experience in healthcare-related setting preferred

• Five years’ experience supervising within a Call Center operation.

• Critical thinking and creativeproblem solvingskills

• Solid relationship building skills

• Highly organized, detail-oriented

• Excellent communication and customer service skills

• Mustpossessthe ability to train and motivate staff members.

• Ability to work independently, and exercise sound judgment with regards to issue escalation.

• Outstanding customer service, communication, and interpersonal skills.

• Adept at all applicable computer software, i.e., Microsoft Office, client and Ashfield project specific systems and Ashfield’s or client call management system. Word, Excel, call managementsystemand Outlook.

The base pay range for this position is $67K – $124K per year. The final compensation offered to a successful candidate will bedeterminedby factors such as experience, skills, internal equity, and business needs.

AboutInizioEngage

InizioEngage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce…