CH Consulting Group has partnered with one of the nation’s leading clinical research trial companies, to fill a valuable executive role in their company as Director of Call Center. This company provides unparalleled medical and scientific support in the design and execution of clinical trials.  See below for more details:

Director of Call Center

BUSINESS/JOB DESCRIPTION

A clinical research company with five fully owned and operated clinical research Centers of Excellence, specializing in Phase I to Phase IV clinical trials.  Their Centers of Excellence provide unparalleled medical and scientific support in the design and execution of clinical trials.  The company’s attention to detail assures quality results that have been trusted by the pharmaceutical industry since 1986, and are fortunate to have developed preferred provider agreements with several major pharmaceutical companies and CROs

The Director of Call Center will serve as a key member of the senior leadership team and will oversee all operations of our inbound/outbound contact department including direct supervision and mentoring of Managers, Supervisors, QA Specialists and training staff for call-center agent seats and centers. The successful candidate will be responsible for day-to-day operations, management, and customer relations. They will also be responsible for programs, processes and strategies related to the goals of the company. This is a full-time position.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Responsible for development, implementation, and oversight of annual department budget to attain business goals with operational objectives.

• Recruit, motivate and manage a team of Inside Sales Representatives and leaders to meet and exceed performance and revenue goals.

• Develop and foster a high functioning, performance driven culture.

• Continually optimize sales funnel processes to improve conversion rate and customer experience.

• Develop and track key performance indicators to measure performance against targets.

• Develop effective training materials utilizing a variety of media.

• Train and coach employees to maximize their sales potential.

• Conduct follow-up studies of all completed training to evaluate and measure results.

• Utilize the organization’s CRM to monitor individual rep / company wide sales activity.

• Ensure compliance with regulatory agency guidelines and standards.

• Develop, implement and maintain effective internal and external Quality Assurance (QA) programs, fostering continuous improvements and exceeding Service Level Agreement (SLA) performance.

• Work with the marketing team to conceptualize and develop point of sale tools to support client experience and drive sales.

• Exemplify the desired culture and philosophies of the organization and work effectively as a team member with other members of management.

• Perform tasks on an as needed basis as directed by Senior Management.

• Develop and track key performance indicators to measure performance against targets.

• Experience creating, implementing, and managing employee compensation and commission plans.

• Experience with technology strategy requirements for contact center business process development and technology initiative roll-out.

• Must be able to work effectively with staff and teams across multiple locations.

LOCATION

This is a virtual position; no relocation is required.  There will be travel associated with this position, applicant must be able to travel up to 25% of the year.

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, smart phones, photocopiers, filing cabinets and other presentation materials.

REQUIRED EDUCATION & EXPERIENCE

• Sales management: 5 years+ (Required).

• Call Center Management: 5 years+ (Required).

• Education: Undergraduate degree or higher preferred. Will accept a combination of experience and education.

• Bi-Lingual (Preferred).

• CRM: 5 years (Preferred).

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Interested?

If you are interested in this exciting, new opportunity, send your resume and cover letter to resumes@thechcg.com.