Inbound Engagement Center Manager

hace 3 semanas

Buenos Aires, Argentina Syneos Health Clinical A tiempo completo

**Overview**

**You provide the vision, set the pace and inspire success.**

**Responsibilities**

In this role, you will be responsible for supervising the day-to-day operations of Engagement Contact Center programs and assist in growth and development of the department. The Engagement Center Manager will interview, select, train and support/coach full-time and temporary Engagement Center representatives. You will:
Monitor telephone representatives regularly to ensure that calls are being handled properly and scripts are being followed (including call activity and volume reporting
- Manage training programs (internal and external) and monitor Engagement Center representatives’ participation and adherence
- Assist in establishing KPI’s and manage staff to them
- Manage project operations within the call center to meet client expectations, and act as department contact for all client issue escalations
- Supervises call volume activities and production to ensure maximum efficiency. Create and provide reporting to include but not limited to call volume, call success rate, hours used per program, and expected completion dates, trending, feedback, and agent adherence.

**Job Requirements**

**Essential Requirements**:

- Bachelor’s degree
- Minimum 3 years’ supervisory experience in a call center environment
- Knowledge of call center operations and processes
- Skill in telephone and/or customer service experience and etiquette

**Desired Requirements**:

- Experience developing user level software requirements
- Knowledge of inbound and outbound call center programs
- Ability to effectively coach and motivate a team to meet expectations

**Why Syneos Health?**

Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you’re empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients’ lives around the world.

Work Here Matters Everywhere | How are you inspired to change lives?

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