We are partnering with a leading Clinical Research Organization MNC with strong global presence to hire for a Customer Service Call Center Manager. Specific responsibilities includes managing the day-to-day call center operations of the program team, supporting staff members so that contracted services are provided in accordance with client and company policies and procedures and supervising healthcare and non-healthcare, professional level program staff.
Responsibilities
- Supervise program staff providing medical/clinical information, utilizing medical/clinical background to participate in, manage, and conduct quality review of medical/clinical work.
- Oversees and/or completes development of client reports and procedural documents.
- Maintains thorough program knowledge, with an emphasis on medical/clinical content (where applicable), troubleshoots program issues, monitors and ensures compliance with company policies and procedures including SOP's, protocols, and other regulations by conducting quality monitoring of staff work.
- Acts as liaison between the client, program management and staff for operational issues such as workflow processes, available resources, and new initiatives impacting the program.
- Oversees all aspects of program training including conducting training, developing curriculum, and documenting and maintaining training records and curriculum.
- Acts as a resource for front line staff for assistance with managing their scope of service.
- May function as the front-line healthcare professional agent to cover services including but not limited to answering medical/clinical inquiries (where applicable) and documenting contacts, adverse events and product complaints.
Requirements
- Bachelor's Degree; Healthcare/Life Science
- Min 5 to 8 years of customer service call center operations with at least 2 years' leadership experience in Medical industry
- Ability to coach and train staff
Interested applicants please APPLY or email your CV to brian.tan@manpower.com.sg. We regret to inform that only shortlisted candidates will be notified.
Brian, Zhen Hui Tan EA License No.: 02C3423 Personnel Registration No.: R1434728
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