Call Center Manager: _ Consumer Direct Response & Lead Generation (R1097447) in Durham, NC at IQVIA™

Date Posted: 11/15/2019

Job Snapshot

  • Employee Type:
  • Location:
    Durham, NC
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

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.


Manages the Call Center Team for activities with various assigned channels.


  • Responsible for set up and management of all Call Center capability, US and global
  • Management of all Call Center partners, budgets, processes and systems
  • Track, manage and analyse; Agent and Center performance
  • Train and manage Call Center agents for all campaigns
  • Manage Call Center technology set up and tracking systems to optimize campaigns
  • Work with Call Center stakeholders across IQVIA to ensure consistency of operations
  • Gather and document program specifications for contact center suppliers to execute international inbound, outbound and digital marketing programs.
  • Drive the measurement and testing agenda for Direct Mail/Email/TM integrated campaigns in order to refine measurement capabilities and provide insights into marketing channel preferences
  • Provide feedback during the creative process to ensure best practices are followed.
  • Develop SOPs, Business Requirement Documents (BRDs) and/or work instructions for contact centers.
  • Ensures localization and adaption of approach based on audience and geography
  • Develops and optimizes contact and re engagement strategies for existing data (responders, etc.)


  • Minimum 5-10 years of experience working in a consumer direct response, lead generation Call Center environment
  • International/global experience preferred but not essential
  • Experience with strategy and execution of large, multi-million record mail, e-mail, SMS and call campaigns
  • Excellent analytic, quantitative and problem-solving skills.
  • Proven ability to influence others at all levels of an organization and external customers.
  • A bachelor’s degree would be a plus

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: R1097447