CALL CENTER MANAGER

Under the leadership of the VP Operations main objective of this team is to receive calls from our patients, healthcare providers and infusion centers and help them navigate and facilitate access to medications as well as coordinate medication delivery for Alivia Specialty Pharmacy patients.

Responsibilities include but are not limited to:

• Supervise Call Center personnel to ensure key metrics are achieved
• Conducts hiring, training and evaluation of staff.
• Coordinate staff orientation and competency assessment
• Responsible for the performance SLA, abandon rate and all call center metrics as established.
• Complete performance evaluations for direct reports
• Work with staff on an on-going basis to improve performance, guiding and coaching staff in solving problems which arise on a day-to-day basis.
• Identify and deal with personnel issues in a proactive and timely manner, with appropriate follow up as necessary.
• Assess productivity for use in establishing staffing needs.
• Develop and maintain a positive healthy culture within all areas of oversight.
• Provide frequent and transparent communication to employees through verbal and written communications.
• Plans and directs workflow and project assignments.
• Oversees call and deliveries volume to ensure service standards are met.
• Ensure accurate and timely documentation by all employees.
• Quickly perform service recovery with patients or customers when gaps in service or dissatisfaction occur.
• Identify service gaps and implement mitigation strategies to improve service.
• Monitor key performance indicators, identify opportunities for improvement and collaborate with employees to achieve improvements.
• Monitoring and assessing staff’s compliance with the Company’s rules and procedures related to behavior with Patients and Co-workers, attendance, dress code, productivity standards and any other applicable instruction provided by Company’s management.
• Performs other duties as assigned.

Operations Call Center Manager will provide leadership and direction to the Call Center. The incumbent will be a member of the Specialty Pharmacy Management Team and will contribute to departmental oversight, teamwork and strategy.

Minimum Requirements:

Candidate Experience:

• 2 years of previous supervisory experience is required.
• Prior experience working in Specialty Pharmacy or Call Center is preferred

Candidate Skills:

• Knowledge and skills related to computerized Pharmacy system (CPR+ knowledge preferred)
• Ability to interact with and work around people
• Ability to make judgements in demanding situations
• Ability to react to frequent changes in duties and volume of work
• Effective communication skills, both verbal and written.
• Ability to listen empathetically
• Ability to logically organize details

Technical Skills:

• Knowledge of Microsoft Office programs (Word, Excel, Outlook) is required;
• Knowledge of CPR+ (preferred)
• Knowledge of requirements of the pharmaceutical industries Medication Patient Assistance Programs is preferred.

Languages: Ability to communicate effectively in English and Spanish (preferred) .

*** Equal Opportunity Employer F/M/D/V***