Call Center Manager (Part-Time)

Primary Talent Partners has a 6 month contract opening for a Call Center Manager to join a multinational medical device company for a remote position operating out of Virginia. 

Pay: $40.00/hr - $50.00/hr based on experience
Contract: W-2, 6 months, extensions likely, conversion possible
Hours per week: 25-30 
Location: Remote 

Summary:
We are looking for a skilled Patient Call Center Manager to lead call center operations within the Endoscopy operating unit (OU). In this position, you will oversee call center activities on behalf of the company to provide top-notch prospective patient support while ensuring high-quality service. The ideal candidate will have exceptional leadership, communication and analytical abilities, and thrive in a fast-paced setting.

Responsibilities:

• Oversee Call Center Operations: Supervise the vendor that’s managing daily call center functions to ensure efficient management of incoming calls, patient support, and technical questions.
• Technical Guidance: Be a conduit between marketing/comms teams, web development resources, IT team and other external vendors to maintain call center efficacy in generating marketing qualified leads (MQLs).
• Manage Vendor Relationship: Serve as the main point of contact with external call center vendor and ancillary service providers, oversee vendor performance, and ensuring compliance with standards and expectations.
• Analyze Performance Metrics: Monitor call center performance data, identify areas for improvement, and implement initiatives to enhance productivity and service quality.
• Quality Assurance Program: Design and maintain a quality assurance program to uphold high standards of patient and technical support.
• Training and Development: Collaborate with internal stakeholders to create and implement thorough training programs for call center agents, elevating their skills and service quality.
• Ensure Regulatory Compliance: Supervise compliance efforts to ensure call center operations adhere to legal and regulatory requirements, providing vendors with clear guidance. Creating standard operating procedures (SOPs) to maintain adherence while working with internal stakeholders to articulate efforts is also desired.
• Communicate with Stakeholders: Prepare regular performance reports for internal stakeholders, summarizing achievements, challenges, and action plans for improvement.
• Resolve Escalated Issues: Act as a liaison between Medtronic and the call center vendor to promptly address escalated customer complaints and issues.
• Develop Best Practices: Establish and maintain best practice guidelines and SOPs for internal training and information sharing.
• Manage Budget: Collaborate with finance and procurement teams to oversee the budget for call center operations and vendor contracts, ensuring cost-effectiveness, efficiency, and return on investment.
• Coordinate with Other Departments: Work with marketing, sales, tech/IT and product teams to align call center efforts with business goals and marketing strategies.
• Innovate and Strategize: Participate in the development and implementation of long-term plans for physician referral pathways and other innovative solutions to improve patient engagement.
• Aggregate Patient/Provider Feedback: Provide a synthesis of patient feedback to assist internal stakeholders with product representation, consumer insights, and provider feedback.

Top 3 Skills Requested by Hiring Director:

1. Flexibility to work in vague environments - building project from scratch with high communication and self starter mindset
2. Either has substantial IT management experience, DTC management experience, or call center management experience
3. Follow through with incredible attention to detail

Required Qualifications:

• Bachelor’s degree in healthcare and/or business administration/management, or a related field.
• Proven experience in call center management and vendor relationship management, ideally in the healthcare or medical device industry.
• Strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Ability to work effectively in a fast-paced and dynamic environment.
• Familiarity with patient and technical services in the medical device industry is beneficial.

Preferred Qualifications:

• Experience overseeing third-party call centers.
• Familiarity with Class III medical devices.
• Background in communications or marketing with experience in lead nurturing.

Primary Talent Partners is an Equal Opportunity / Affirmative Action employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at info@primarytalentpartners.com

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