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Manager, Global Contact Center Operations

Boston , MA

Posted: 05/02/2023 Industry: Professional and Administration Job Number: 15585

Job Description

Connexion’s mission is to provide "best in class" services to job seekers. We strive to achieve excellence in job placement, staffing, and recruiting services while treating candidates with the professionalism and respect they deserve.

TitleManager, Global Contact Center Operations
Hiring Organization: Connexion Systems & Engineering
  • Duration: Temp-Perm
  • Pay rate: $50-85/hr
  • Job Location: Boston, MA
  • Job# 15585



The Role
This is an exciting time to join our team as we expand our product reach globally to hundreds of millions of people and experience acceleration in our pipeline and late phase development, thereby poising for substantial growth in the upcoming years.  This role will be a key contributor to the future success in making a transformative impact to patients through our vaccines and therapeutics using our mRNA platform. 

We aspire to be recognized as the most committed innovative and trusted scientific partner by healthcare practitioners and patients to realize the value of life-saving mRNA therapies and vaccines. This role is an exciting opportunity to be a critical part of a dynamic global team in a high growth organization. The Manager, Global Contact Center Operations, will partner with the US business leads to proactively share outcomes from the contact center to inform strategy and understand market dynamics to impact contact center design and activities.  
 
Seeking candidates aligned with its culture centered on bold, collaborative, curious, and relentless values, which enable innovation in mRNA-based vaccines and therapeutics to benefit patients. 
 
Here’s What You’ll Do
  • Support contact center operations globally and ensure development, execution, and tracking of metrics and KPIs
  • Support the oversight of the Contact Center vendor(s) to ensure quality standards for communication are met
  • Monitor operational processes and provide updates to drive efficiency and quality
  • Support creation contact center training materials and training of vendor resources to ensure customer needs are met.
  • Collaborate closely with our digital team to support best in class engagement mechanisms for our customers utilizing the Omnichannel Cloud Contact Center Platform and other supportive digital tools.
  • Interact with the key stakeholders in Medical Affairs, Commercial, Clinical Safety & Pharmacovigilance, Quality, Tech Dev, Legal, etc. to support the vendor with custom responses, training, and system integrations to optimize Contact Center operations.
  • Understand business priorities and support strategies within the contact center

Here’s What You’ll Need (Minimum Qualifications)
  • Bachelor’s degree
  • 3+ years of job-related experience in a call center/contact center
  • 2+ years working in the biotech and/or pharma industry

Here’s What You’ll Bring to the Table (Preferred Qualifications)
  • Advanced degree preferred
  • Strong understanding of and adherence to relevant FDA, EU, ICH guidelines and regulations 
  • Attention to detail, excellent communication skills, and the ability to work independently, escalating risks and issues as appropriate 
  • Demonstrated success in a fast-paced environment, with the ability to learn on the fly while understanding and solving new problems that require a high level of independent judgement and initiative 
  • Ability to identify the most efficient and effective way to implement new services 
  • Skilled at working effectively in a collaborative team environment where results are achieved through influence and the incorporation of multiple points of view 
  • Ability to organize, prioritize, and work effectively in a constantly changing, ambiguous environment 
  • Outstanding written and verbal communication skills 
  • A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative.





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Meet Your Recruiter

Emily Donahue
Regional Recruiting Manager

  • Directthe recruitment efforts for both the Quincy, MA and Providence, RI branches. 
  • Manages a distributed team of recruiting leads, individual contributor recruiters and account managers. 
  • Responsible for leading the fulfillment and execution of sourcing, recruiting, sales and business development practices across the region. 
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