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About TSR:

TSR is a relationship-based, customer-focused IT and technical services staffing company.

For over 40 years TSR, Inc. and its wholly owned subsidiary, TSR Consulting Services, have prospered in the Information Technology staffing business, earning the respect of companies both large and small with well refined candidate screening, timely placement, and a real understanding of the right skill sets required by our clients.

Mission & Vision

We do not believe in building a vision around the company but building a company around our vision, which is simply;

Every employee’s voice matters, their effort is appreciated, and their talent is rewarded.

We challenge each employee daily, to raise the bar on how we treat our consultants and candidates. For far too long in this industry, candidates have been ghosted, lied to, or placed at a client and then forgotten about. Each day our staff works tirelessly at qualifying and placing, top talent with our clients, in a compassionate and caring manner.

Not every candidate is a match for the job, but every candidate and consultant will be treated with respect and professionalism.

Contact Center and Teleservices Manager

Job Description

  • Location: Lawrence Township, NJ
  • Type: Contract
  • Job #73977

Our client, a leading pharmaceutical company, is hiring a Contact Center and Teleservices Manager on a contract basis.

Work Location

Lawrence Township, NJ/Hybrid

Summary

 

Reporting to the Contact Center Capabilities Lead, the Contact Center Quality Analyst plays an important role as part of our Commercial Contact Center team. This new role will be instrumental in the ongoing management of the performance of our capabilities and external partners, ensuring all interactions with Customers are managed in a high quality, compliant, and consistent manner.

Patients are at the center of everything we do at client. The ideal candidate should be obsessed with the experience of our customers and how we can best support them throughout their journeys.

 

Key Responsibilities

• Daily review of multi-channel interactions (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS), in accordance with our policies, to ensure quality measures and experiences are achieved

• Ensures adherence to regulations, SOPs, and contractual requirements

• Prepare and maintain historical reporting and analytics as related to quality and reporting results. Report to leadership and matrix team on ongoing performance/quality trends, as well as customer friction points, needs, and expectation, and opportunities for improvement

• Develop and manage quality reporting requirements for new and existing channels and programs

• Collaborate with Contact Center team and external partners in creating and managing the quality service standards, SOPs, and work instructions

• Serve as subject matter expert on all Commercial Contact Center processes and procedures

• Implement and manage internal document repository for Contact Center contracts, SOPs, processes, reports, and other relevant information

• Conduct routine coaching and feedback sessions with external contact center partners to calibrate and improve quality of performance

• Ensure the Key Performance Indicators (KPIs) across all channels, as well as external partners and internal capabilities, are monitored effectively and efficiently

• Ensures audit readiness both internally and externally within assigned area(s) of responsibility

• Maintain in-depth knowledge of all applicable  Corporate SOPs and directives

• Supports team compliance lead with internal/external audits, resolution of escalations, and pharmacovigilance reconciliation processes

• Participates in user acceptance testing of system enhancement/updates

• Performs other duties and projects as assigned

 

Qualifications & Experience

• Bachelors degree required

• 5+ years of Contact Center quality assurance and/or training experience; preferably in Life Sciences, Pharmaceutical, or Healthcare industries

• Experience with multi-channel contact centers (Phone, Live Chat, Email, Chatbot, Social, CSAT, and SMS)

• Proactive self-starter with the ability to work independently

• Must be detail oriented and have excellent listening skills and ability to analyze and recognize subtleties in a conversation

• Strong analytical and problem-solving skills

• Proficient in the use of Microsoft Office, especially Excel and PowerPoint

• Effective communicator with excellent verbal and written skills both in comprehension and expression

• Exhibits all client Values (Integrity, Innovation, Urgency, Passion, Accountability, and Inclusion)

• Fluent in English both written and spoken

 

 

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