PEC Operations Manager bei Mercalis

As Operations Manager you will plan and direct the staff and operations in the Patient Experience Center, ensuring service goals are met or exceeded and a high level of customer satisfaction is achieved. This position will also provide leadership and professional development to assign direct reports; analyze performance metrics and develop strategies to improve productivity and overall business performance that will help PEC overall performance. 

• Lead, coach, and mentor staff in all roles within the Patient Experience Center (agents, supervisors and Operations Managers).
• Manage the team to ensure compliance with identifying and reporting pharmacovigilance information as required by client(s) (i.e., Adverse Events)
• Determine call center operational strategies, to enhance operational efficiency, improve workflows and streamline processes. Communicate with upper management.
• Conduct needs assessments, performance reviews, capacity planning, and cost/benefit analyses to ensure that queues and staffing meet business needs.
• Review and analyze reports and coach direct reports to ensure established goals are achieved regarding productivity, quality, and patient-service standards. Contribute data, information, and analyses to upper management for organizational strategic plans and reviews.
• Establish and communicate job expectations for all roles reporting to your team; plan, monitor, appraise, and review job contributions; plan and execute compensation actions for direct reports.
• Build a team environment through regular contact, communication, and meetings with employees.
• Contribute to budget preparation and managing operational costs.
• Work within internal HR and Recruiting teams to manage all HR issues for the PEC including overseeing the interviewing and hiring of new employees, and modifying or introducing new staff policies.
• Monitor operations to ensure adherence to service level standards and company/department policies and procedures.
• Create, update and implement a staffing plan to minimize impact of employee turnover on staffing, service level goals and morale.
• Accomplish organizational goals by accepting ownership for new and different requests, as well as exploring opportunities to add value to the organization.
• Work with other departments to align the PEC operations with overall business objectives.
• Ensure all company policies and procedures are adhered to, which includes promoting our company values and fair process.

• 3+ years of successful call center experience in a management role with a demonstrated ability to lead, support, and motivate others.
• Extensive experience in management and operations management in a call center or hub environment.
•  Effective problem solving/process improvement skills used to identify and resolve day-to-day operations.
• Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions.
• Demonstrated attention to detail, organizational, prioritization and time management skills; experience building daily/weekly structure in schedule
• Demonstrated change management aptitude and ability; takes proactive role in leading change.
• Understanding of all phases of successful call center operation required.
• Strong commitment to patient and client satisfaction.
• Superior leadership, team building, interpersonal, and analytical skills.
• Demonstrated written and verbal communication and time-management skills required.
• Must be highly proficient in MS Word, Excel, PowerPoint, Outlook, and Call Center Systems (e.g, Cisco CUIC, Webex Contact Center, Calabrio)
• Understanding of budgeting, cost management, and financial reporting
• Travel may be required periodically to our HQ in Morrisville, NC