• SR AD Customer Contact Center Jobs in United States Of America - 23856663

  • Boehringer Ingelheim India Pvt Ltd
  • United States Of America, Usa
  • Save Job
  • 18 - 21 Years
  • Posted : 22 days ago

Job Description:

SR AD Customer Contact Center - 195585


The Senior Associate Director Customer Contact Center is responsible for the day-to-day oversight, coordination, and program vendor management to deliver best in class service; meeting or exceeding all KPIs within budget They are responsible for the strategic planning and execution of all Contact Center operations staying abreast of new practices and technologies, ensuring that we gain and maintain quality customer service Also, the SciComms Contact Center Lead will assist in providing direction and leadership to external partner relationships with an emphasis on meeting service goals while maintaining financial targets A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale

This role will provide guidance and best practice knowledge to build the project vendor management discipline, will foster ongoing improvement of project execution by proactively identifying opportunities to improve methods, and will utilize tools to assist in understanding factors that may contribute to maintaining a successful vendor relationship Also responsible for overseeing, leading planning and promoting the daily schedule of employees and the business, interview, hire, and coordinate employees, create and maintain budgets, and coordinate with and report to senior management in the company

This role will also serve Regulatory Inspection back up Lead back up for the Director, SciComms Ops to either help out or fill in for the Director in the case of a regulatory inspection occurs when the Director is not available This requires that the CCCL be knowledgeable of all CCC activities and processes to quickly interpret requests from regulatory authorities and be able to concisely respond, prepare documents, and identify SMEs as necessary to address requests

As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development and delivery of our products to our patients and customers Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies success We realize that our strength and competitive advantage lie with our people We support our employees in a number of ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking and work-life balance Our competitive compensation and benefit programs reflect Boehringer Ingelheims high regard for our employees

Duties & Responsibilities

Contact Center/Project Management/Operational Excellence developing major goals to support broad functional objectives

Ensure day-to-day oversight and coordination of contact center vendors operational processes

Oversee relationship with external partners performing analysis of their multiple job functions by

Assisting to develop and implement process improvement solutions related to business needs

Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions

Applying best practice; develop continuous improvement plans and make recommendations based upon the employee and customer insights

As part of this team, this position will work directly with the Director of Scientific Communication Ops and Contact Center in achieving the financial and operational goals for the Department

Acts as the go to person for any inquires and updates to the business and key stakeholders on Contact Centers Operations are at any stage of the process from

Ensure that contact centers are meeting daily goals, ensuring all issues are handled quickly and compliantly and that all calls are being responded to in a customer-friendly fashion

Develop plans and offer insight and knowledge to the organization on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs

Ensure benchmarking of critical capabilities, functions and processes to inform gaps & opportunities

Responsible for oversight of the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints

Responsible for coordinating alignment with global stakeholders on identification, implementation, and enhancements of new/existing systems

Liaise with GPV and US quality Ops ensuring alignment in process and are streamlined

Lead, inspire and coordinate the contact center liaison team at all levels to create motivation and engage colleagues

Oversight of vendors who manages teams of professional staff by directing and supervising staff, forecasting and proposing resource allocation plans, managing resources within budget, and activities related to hiring, talent management, succession planning, and performance management

Provides oversight of third-party vendors and ensures compliance with existing SOPs, policies, and work instructions

Proactively examines business process/system performance and in collaboration with other CDMA roles (eg, Quality Management and Training), proposes solutions that advance business interests and needs of customers Considers both internal and external benchmarks as well as internal insights while developing new solutions and improving the functionality/performance of existing solutions

Perform all Company business in accordance with all regulations (eg FDA, PhRMA Guidelines, etc) and Company policies summarized in the BIPI Medical Information SOP and all relevant Local Working Instructions

Demonstrate high ethical and professional standards with all customers in order to maintain BIPIs reputation within the medical and pharmaceutical community


Bachelors degree from an accredited institution required, preferrably in the area of Business, Health Sciences or Health Care

Masters Degree Preferred

Minimum of ten (10) years of experience working in customer contact centers or a minimum seven (7) years in customer focused role within the pharmaceutical industry preferred

Two to five (2-5) years management experience leading multiple disciplines or demonstrated leadership equivalent

Successful experience in leading and managing a team (staffing, employee development and engagement, performance management)

Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, forecasting and scheduling

Ability to exercise critical thinking skills proactively identify issues, and address with solutions-oriented approach in fair and creative ways

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Biotechnology/Pharmaceutical/Medicine, Manufacturing/Industrial
Functional Area : HR/PM/IR/Training
Role : Recruitment
Salary : As per Industry Standards
Deadline : 19th Apr 2020

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