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Contact Center Manager - Healthcare

Reference:POR/APPJ-001215
Location: Cork
Qualification:Degree
Experience:5-7 Years
Job Type:Permanent
Salary:Not Disclosed
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May be suitable for: BD Manager, Customer Services Mgr

A healthcare professional with strong people management skills is required to join a leading pharmaceutical organisation in Cork. This is a unique opportunity to join a team that is in the very early stages of being created. As a key part of this contact centre you will create, lead and develop a team supporting patients, healthcare professionals and sales representatives in the USA. Combining your scientific knowledge and communication expertise you will organize and deliver answers that are meaningful and relevant to the customers. You will strive to deliver answers and solutions through easy interactions that enable people to feel they are genuinely cared for.

Responsibilities

  • Supporting the US contact centre the Manager is responsible for daily staff management and leading front-line agents to ensure delivery of answers and positive experiences with customers.
  • You will continuously coach and monitor the team to ensure individual and team performance goals are achieved.
  • Respects people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision

  • Ensures operational goals are met with best in class processes/systems and within compliance boundaries
  • Provides input and feedback to continuously improve daily processes

The Person

Essential

  • Bachelor’s degree
  • Supervision experience of health care professionals,
  • Health care background required (e.g., licensed pharmacist, registered nurse, or other qualified health care professional)
  • Fluency in English verbal and written forms

Preferred

  • Knowledge of pharmaceutical / healthcare business
  • Experience in a customer contact center or service team environment
  • Ability to manage individuals to ensure compliance with industry, regulatory, and customer requirements
  • High learning agility and organizational skills with ability to be flexible, adaptable, and manage multiple projects
  • Ability to communicate clearly and succinctly through oral and written communication
  • Strong customer service orientation and experience
  • Proficient computer skills for database and reporting






If you would like further Information you can contact the recruiter directly:



Paula O'Reilly | Tel: +353 (0) 1 507 9265







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