Senior Program Manager – Call Center Operations

Senior Program Manager – Call Center Operations

Requirements

• Bachelor’s Degree required.
• 3+ years of management experience in a call center.
• Ability to work in a fast-paced, ever-changing environment.
• Ability to oversee data and track metrics on a daily basis.
• Strong analytical mind with problem-solving aptitude.
• Exceptional verbal and written communication skills.
• 5-10% travel required.

Responsibilities

• Oversee call center operations for a large, dedicated team.
• Determine work procedures and expedite daily workflow for specific clients.
• Address staff and customer questions and recommend corrective actions.
• Serve as the direct point of contact with clients for call center operation-related inquiries and projects.
• Provide key updates and quarterly business reviews for clients.
• Ensure staff are fully informed of all new information related to products, procedures, customer needs, and company-related issues.
• Collaborate with Program Managers, Associate Program Managers, and client service professionals, providing direction, guidance, and development opportunities.
• Influence others without having direct reports, including the ability to work in a matrixed environment.
• Partner with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process.
• Build and maintain relationships with key stakeholders to manage and meet internal and client expectations.
• Serve as the project first-line leader between the client and IQVIA, translating client needs into action plans with the internal service team.
• Facilitate discussions, decision-making, and conflict resolution.
• Create, maintain, and monitor the client service agreement across business lines, ensuring consistency in service.
• Provide regular updates to senior management on portfolio progress, impediments, and risks.
• Support the adoption of new processes, technologies, or organizational changes associated with program initiatives.
• Perform full assessments of client needs on a regular basis.
• Provide in-depth training in IQVIA databases, products, and service requirements as needed.

Preferred Qualifications

• Hub management experience preferred.
• Pharmaceutical industry experience preferred.
• Experience developing and delivering training to clients preferred.