Contact Center Supervisor
Ashfield Healthcare, LLC

Job Info

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

The Call Center Supervisor is a critical member of the Business Unit Management, having accountability for all aspects of call floor operations, including direct management and coaching of team members. The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals, while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for delivering the service in a fiscally responsible manner.

This is your opportunity to join Ashfield Engage and represent a top biotechnology company!

What's in it for you?

• Competitive compensation
• Excellent Benefits - accrued time off, medical, dental, vision, 401k, disability & life insurance, employee discounts/promotions
• Competitive environment with company wide recognition, contests and coveted awards
• Exceptional company culture
• Recognized as a Top Workplace USA 2021

What will you be doing?

• Strategic Business Unit leader, responsible for success of all aspects of program. Participate in all aspects of project implementation including contract development, staff modeling and pricing.
• Collaborate with Business Development to identify, develop and manage efficient, revenue generating strategies.
• Communicate with senior level client contacts regularly (written and verbal) to update on project performance and strategic initiatives. Develop and nurture business relationships to gain/share insight and network to identify future opportunities.
• Direct designated project team members in their role as liaisons between clients, call center staff and other internal resources/departments and outside vendors to ensure successful program implementation and delivery of agreed upon service level/quality expectations.
• Oversee and provide guidance on the strategy and tactics for program implementation. Review and make recommendations regarding staffing models, training plans and reporting templates to ensure contract obligations are met with a high degree of accuracy, efficiency and customer satisfaction.
• Provide counsel to clients and assigned staff to develop programs and address issues in a legal and regulatory compliant manner.
• Responsible for Inside Sales teams and account management oversight and management of assigned Business Unit. This includes employee recruitment, development and retention.
• Accountable for the profitability of projects in assigned Business Unit.
• Ensure accurate and timely invoicing
• P&L Review
• Adherence to client budgets and work/purchase orders
• Management and oversight of contract negotiations
• Actively participate in the creation and delivery of periodic client business reviews, operational and contract related meetings.
• Act as Subject Matter Expert (SME) across Business Units in identified area(s).
• Nurture and support team and corporate culture within Business Units. Participate in creation and communication of corporate vision while empowering Business Unit to act on Ashfield's vision.

What do you need for this position?

• Bachelor's Degree in Health Science, Telecommunications, Marketing or related field or equivalent work related experience
• Demonstrated analytical skills and sound decision making abilities.
• Experience in roles requiring contracting and budget management, fiscal accountability and increased responsibilities managing direct report employees and operational execution of client contracts to exceed projected goals.
• Strong coaching and people development skills. Provide employees with actionable feedback on a consistent basis.
• A practical understanding of the pharmaceutical and healthcare industries. Understanding of current industry climates including sales, potential opportunities, managed care environments and competition.
• Experience working in inside sales call center environment, preferably in a management, quality or client facing position.
• Experience with writing and presenting operational task orders for clients. Ability to develop key business contacts among senior client management.
• Success leading internal and/or external teams over extended periods of time

About Ashfield Engage

Ashfield Engage, part of UDG Healthcare plc, is a global leader in commercialization services for the healthcare industry. We partner with our clients across Advisory, Healthcare Communications, Commercial, Patient Solutions and Medical Affairs to build creative, scalable and tailored health solutions that are executed flawlessly, to deliver positive outcomes for patients.

Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.

To learn more about Ashfield Engage, visit us at: https://ashfieldengage.com/

Ashfield Engage is proud to be an equal opportunity employer. Individuals seeking employment at Ashfield are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Ashfield will consider for employment qualified applicants with arrest and conviction records.

Ashfield Engage is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however; only qualified candidates will be considered.

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