Job Description

Contact Center and Teleservices Manager
Job Number: 19-07369
Be part of a company that delivers life-changing healthcare solutions. Eclaro is looking for a Contact Center and Teleservices Manager for our client in Lawrence Township, NJ
Eclaro’s client is a leader in the Biopharmaceutical Industry, providing quality, innovative, and affordable medicines that make a difference in the lives of patients all over the world. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:
  • Onsite Strategic and Operational management for channel specific acquisition and/or retention campaigns and programs
  • Serve as Interactive Remote Communications Team lead and collaborate across the Brand and hub matrix team
  • Provide onsite management and support for the Pharmaceutical Client’s patient and HCP contact center programs and their extended vendor partner network as well as identifying, developing and implementing areas for operational efficiencies leading to contact center hub and brand cost savings and improved quality
  • Lead inbound and outbound patient support contact center programs; ensure vendor performance, SLAs are on or above target
  • Drive contact center strategy with brand capability teams and brand leadership
  • Create metrics based-presentations and business reviews for brand and matrix teams
  • Partner to develop, test and implement campaigns and efficiency solution across vendors including, but not limited to Live Operator Contact Center, IVR and Chat, Access, database
  • Oversee development of Live Operator, IVR and Chat scripts and FAQs
  • Asset champion for all contact center creative materials that require MLR (Medical, Legal Regulatory) review
  • Provide training support as needed; coordinate other SME support if required
  • Lead call monitoring and calibration schedule; provide coaching to ensure
  • Conduct user acceptance and end to end testing for contact center programs to ensure accurate reflection of approved scripting, logic flows correctly and data passes correctly to the marketing database
  • Subject matter expert for a set of assigned brands and support programs
  • Budget recommendations
  • Have or quickly develop proficiency in 2253/OPDP FDA guidelines for promotional branded and unbranded content management.
  • Marketing project management experience to deliver on-time and on-budget performance
  • Experience working within a team environment structure to support internal and external clients
  • Demonstrated history of effectively multi-tasking against competing timelines and resources. Need to proactively negotiate for and prioritize vendor resources.
  • Understanding of marketing technology as it relates to 360-degree multi-channel marketing, preferably with an emphasis on contact center channels (Live Operator, IVR, Chat and SMS)
  • Experience documenting process, training and offering strategic consultation
  • Ability to align brand teams with the contact center hub offerings and best practices
  • Effective verbal and written communication and listening skills
  • Strong visual and verbal presentation skills
  • Ability to establish relationships with brand teams while maintaining contact center hub integrity
  • Proficient with leading discussions and team meetings to problem solve and correct root cause incidents that impact customer experience, operations expense, project delivery.
If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro 

If interested, you may contact:
June Binuya
June Binuya | LinkedIn

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.


Application Instructions

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