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Director, Contact Center Operations

CareTria
Remote, USA
Full-time
Senior
Remote
USD 140000-170000 yearly / year
Discovered 1 months ago
VeevaAdobe ConnectFB MessengerSalesforceNICE CXoneGenesys

Full Job Posting

Responsibilities

  • Own growth: Build and run a sales‑first operating rhythm (planning, cadences, coaching) that consistently beats revenue, NRx/TRx , and new prescriber targets.
  • Structure to scale: Build a scalable staffing structure for recruiting, hiring, training, and development of reps for rapid deployment and onboarding future clients.
  • Direct the engine: Create and manage incentive programs . Manage multi‑site, multi‑channel operations (phone, SMS, chat/video) with on‑/off‑shore teams; balance coverage, utilization, and quality to maximize program goals.
  • Target precisely: Partner with Analytics to prioritize deciles/segments, allocate books of business, and continuously refine territories, scripts, and digital sales aids based on conversion signals. Monitor client’s competitive landscape and identify key trends that impact the overall program performance and client satisfaction
  • Coach to quality: Use call analytics and standardized scorecards to elevate, call guide adherence, clinical accuracy, objection handling, and close discipline.
  • Scale productivity with tech: Deploy CRM (Salesforce), intelligent IVR, sentiment analysis, and AI automation to improve connect rates, prioritization, and agent throughput.
  • Integrate demand: C oordinate sample/literature programs to increase access and conversion, drive attendance at CME/webinars if offered.
  • Report what matters: Deliver client/and Caretria management ready insights on pipeline, sample requests, Rx momentum, capacity, and ROI; run weekly/monthly business reviews with clear corrective Actions.
  • Guard the license: Enforce PI/Fair Balance, HIPAA, and promotional standards; route off‑label inquiries to MSLs and maintain audit‑ready QA.
  • Growth: New prescribers (unique writers), NRx, TRx , prescriber reactivation rate, and territory TRx lift
  • Conversion & pipeline: Target→ TeleSampling/TeleDetail→Rx conversion, cycle time, pipeline coverage, and win rate by segment.
  • Access & activity: List Penetration: % Reach Rate (Viable targets), % Max Attempts, % List Error, completed calls by HCP Type (Prescriber, nurse, OM, etc.), prescriber acquisition, talk time, cadence adherence, event attendance (if offered)
  • Quality & compliance: Call quality score, fair‑balance adherence, QA pass rate, complaint rate; NPS/CSAT where applicable
  • Efficiency: Dials per day, completed calls per day, AHT, occupancy, cost‑per‑interaction, staffing forecast accuracy. Evaluate effectiveness of current SOPs, Work Instructions (WI) and other work practice documents and recommend changes where necessary; develop new SOPs/WIs as needed.

Qualifications

  • Experience with Veeva, Adobe Connect, FB Messenger, Chat integration and/or SMS
  • Experience with clinical detailing at scale (scripts, IVAs, objection handling) and integration of CME/webinars and samples/literature into the sales cycle
  • Experience in creating and managing sales incentives
  • Prior success aligning Field Sales and Inside Sales
  • Project management experience
  • Bi-lingual, English and Spanish
  • Advanced degree (MBA or relevant life‑sciences discipline)
  • Builder‑operator mindset: rigorous, data‑driven, and hands‑on with clear standards and accountability.
  • Clinically credible communicator who can coach reps to quality and influence cross‑functional partners.
  • Executive presence with Client and Senior Leadership communication and change leadership across sites and vendors.
  • Demonstrated leadership skills in successfully managing remote teams and collaborating with key stakeholders and diverse work groups
  • CRM & Analytics : Salesforce; predictive scoring and pipeline analytics
  • Contact Center : Proven knowledge of managing contact center operations and technology (NICE CXone, Genesys, 100ms), intelligent IVR, sentiment analysis, SMS/chat, dialer, WFM/QA
  • Coaching & Content: Call‑recording/QA, digital sales aids/IVAs, knowledge base Excellent written & verbal communication skills
  • Strong interpersonal skills, and demonstrated ability to lead, manage, develop, and motivate a large contact center team
  • Ability to manage change, such as technology implementations, restructuring, etc. in a fast-paced environment
  • Strong technical aptitude and analytical skills
  • Experience with managing a complex operation to perform to certain SLAs or KPIs
  • Location of job activities 100% inside
  • Extensive manual dexterity (keyboarding, mouse, phone)
  • Use of phone for communication
  • Noise and/or vibrations exposure
  • Frequently reach (overhead), handle, and feel with hands and arms
  • Sit for prolonged periods of time
  • Occasionally stoop, kneel, and crouch
  • Occasionally lift, carry, and move up to 25 pounds

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