Contact Center Operations Manager (R1083341) - Chester, NJ - IQVIA™

Date de publication 2/6/2020

Résumé de l'offre

  • Type d'employé
    CDI / CNE
  • Catégorie d'emploi
  • Expérience
    Not Specified
  • Date de publication
  • Job ID:

Description de l'offre

IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.

Contact Center Operations Manager – General Description

Contact center: Includes Call Center and other digital channels such as SMS, webchat, email, social and other emerging digital communication options.

Objectives of the Position:

Working with the Contact Center lead, the Contact center Operations Manager (CCOM) coordinates seamless operational execution of contact center capabilities within the channel capabilities team to drive efficiency and optimal customer experience; provides support to the client (contact center channel lead) for setting and executing strategy and roadmap plus support multiple brands.

Key Responsibilities and Major Duties

The CCOM supports the Channel Lead for Contact Center

  • Works across the brands for opportunities to drive consistency, improvement and excellence;
  • Establishes standards for contact center script writing, FAQs, reporting, QA Call Monitoring, MLR submissions, etc. Supports revising standards around QA, call monitoring, vendor KPIs, data transfers, call guides, operational excellence. 
  • Supports contact center capabilities across multiple brands(i.e., execution of inbound / outbound calls, scripts); brings value to brands by providing   tactical input to optimize and grow existing campaigns and channel tools (HCP Inside Sales & Service, Patient Support Programs, IVRs etc), understanding brand strategy and helping create programs that deliver on the strategy;
  • Manages contact center vendors; monitors real-time performance metrics (e.g., call volume, average speed of answer, preferred channels, IVR results) in order to dynamically optimize resources and performance; monitors historic metrics to identify opportunities for improvement;
  •  Supports knowledge transfer with Sanofi 3rd party vendors on approved channel operating models and standards.
  • Provides support as needed  into selection of contact center agencies / vendors
  • Supports interactions with other teams within MCE and across the company such as, IT, Market Access & Reimbursement,, samples, direct mail, media, email, digital: web, search, , Advanced Analytics, Sales Operations, Sales Training, Database and report management teams Provides data and input as needed.
  • Supports knowledge and expertise in new and existing contact center capabilities to support capability development and training

Key Interactions

  • Brand teams (Marketing, Sales, Medical, Access)
  • Operations Managers (campaign deployment)
  • 3rd party vendors
  • Legal, Medical, Regulatory for RC content review and submission
  • ITS and MCE channel managers


  • 5-10 years with a focus on customer contact center channel operations (preferably pharmaceutical experience, DTC, DTP/HCP)
  • Experience with chat, SMS, social, Inside Sales & Service/NPP, Patient CRM programs and/or other channels ideal
  • Experience with Veeva, Salesforce, Adobe Connect, FB Messenger Chat integration and/or mPulseMobile (SMS) ideal
  • Experience and demonstrated success in customer contact center operations, including inbound and outbound contact centers (as well as associated processes, script development, and training for each); pharmaceutical industry preferred
  • Experience managing complex direct marketing programs with matrix teams
  • Proficient in using contact center systems, 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
  • Skilled with MS Office: powerpoint, word, excel, sharepoint
  • May need to travel – limited but possible to vendor site for operations audits as well as other Sanofi US offices

Join Us

Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.

Forge a career with greater purpose, make an impact, and never stop learning.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at to arrange for such an accommodation.

Job ID: R1083341