Executive Director Contact Center Ops - New Jersey - US Citizens ONLY

Our Client

 As one of the first Contract Services Organizations (CSO) to provide sales and marketing support to both established and emerging U.S.-based biopharmaceutical companies, our client offers a track record of more than twenty years of accomplishment and innovation. Today, as a recognized industry pioneer and leader, our client builds on this extensive experience to design and execute customized, integrated solutions that achieve superior results.

Summary of Position:

- Lead high performance teams committed to providing stellar services in the areas of clinician enrollments and tele-detailing - Maintain a commitment to continuous improvement in all aspects of service - Develop sales and service strategies to support the overall business objectives - Serve as a liaison between senior leadership and the contact center to cascade organizational strategies and goals to the center - Collaborate with HR and Talent Acquisition to staff department according to business needs/objectives - Responsible for designing variable compensation/incentive programs in collaboration with Human Resources - Develop and deliver ongoing training to ensure constant reinforcement of the skills required to provide Stellar Service Administration of the contact center tools (silent monitoring, agent skills levels, etc) - Serve as the business owner for Call Center technologies. Partner with IT to implement technology infrastructure, including the hardware, software, and telephony required. - Responsible for future implementations of additional contact channels such as email, direct marketing and video detailing - Develop and manage departmental and project level budgets - Monitor, manage and report all call center metrics that drive quality, productivity and enhanced service levels including the volume of enrollments/tele-details, attendance rate, quality assurance, call duration, service level and associate work time - Improve service quality and job knowledge through enhanced and dedicated training for new hires and experienced associates - Work with various departments and vendors to reduce costs and improve customer satisfaction through improved business process initiatives - Responsible for overseeing web based enrollment operations and printing/fulfillment of all materials related to the work performed by the contact center. - Work very closely with the company's Peer to Peer business to ensure stable and consistent performance of enrollments to ensure the service level exceeds customers expectations - Resolve escalated customer issues

Ideal Candidate:

- Bachelors degree ( or equivalent work experience)in management, marketing, or related field required; Masters of Business Administration preferred - A minimum of 7 years experience in call center management or customer care with a minimum 5 years of executive level experience - Experience managing staff of 50+ Agents - Demonstrated ability to formulate and execute business strategy to meet the strategic needs of the organization - Significant outbound call center management experience including operations, performance metrics, continuous improvement, and process excellence. - Call center software application knowledge preferred (Salesforce.com a plus) - Experience with recruiting and/or selling to healthcare providers/clinicians is a plus - Excellent verbal and written communication skills required - Excellent computer skills required

If you are interested in applying then feel free to submit your resume now or email directly to brian.thompson@mchltd.com