CONTACT CENTER MANAGER WITH CUSTOMER RELATIONSHIP MARKETING (CRM) EXP. FOR THE HEALTHCARE INDUSTRY

The Patient Marketing Group is a marketing-solutions company located in Princeton, NJ, offering leading-edge services to pharmaceutical manufacturers. Our work is focused on the development and implementation of patient relationship marketing programs that enable our customers to achieve their goals by leveraging the power of patients. As an independent mid-sized company in our sector, we foster a culture that encourages innovation and creativity, where each employee has a highly visible impact on the success of both our clients and our company.  Members of PMG have the opportunity to participate in formulating best in class health communications in the exploding and dynamic field of pharmaceutical direct-to-patient marketing! 

 

We currently have an opening for an experienced Contact Center Manager with Customer Relationship Management (CRM) Experience for the Healthcare Industry who possesses enthusiasm and entrepreneurial drive, a proven ability to manage business, and a commitment to delivering exceptional results. 

 CONTACT CENTER MANAGER WITH CUSTOMER RELATIONSHIP MARKETING (CRM) EXPERIENCE FOR THE HEALTHCARE INDUSTRY

 

* Manage Customer Care Center personnel involved with all aspects of the Customer Relationship Marketing effort (CRM) including call support activity, mail processing, and data collection services. Delegate and monitor workflow, and allocate staff to ensure work is completed efficiently per contractual obligations and insure profitability.

* Manage processes, services and staff that support the Patient Marketing Customer Care Center while maintaining financial accountability.

* Identify new resources and/or technologies that will enhance contact center/fulfillment services and/or increase profitability.

* Develop and maintain procedures and practices that maximize productivity and profitability, as well as provide client, customer and employee satisfaction. Evaluate and implement workflow process improvements.

* Provide day-to-day management and supervision of full time, part time and temporary employees, staffing for a variable workload. Lead the interviewing and hiring process; conduct new hire orientation and training, in addition to on-going staff training; ensure staff meets performance standards; initiate motivational programs; complete performance reviews; and address performance issues.

* Implement quality control/quality assurance processes and procedures, identifying potential issues, data integrity or production activity trends that may adversely impact program or client satisfaction.

* Manage internal resources as well as outside vendors to maintain telecommunication systems, printers, and mail/shipping equipment in an efficient and effective manner.



* Track departmental budget and develop monthly forecast; prepare data for the development of client invoices; initiate purchase order requests; and assist in the preparation of new business proposals and estimates.

* Develop and recommend creative solutions; overcome obstacles and maintain flexibility to ensure positive outcomes.

 

REQUIREMENTS

 

* College degree required; management, human relations, or similar major preferred.

* Minimum 7 years experience in a customer contact center including a successful track record of 3 to 4 years operational and/or supervisory experience in a mid-sized contact center environment; experience supervising health care professional support staff preferred.

* Experience with supervising Customer Relationship Marketing programs or campaigns preferred.

* Knowledge and experience with computer and telephone systems, peripherals, and software packages (Word, Excel, ACD or similar programs) required.

* Excellent verbal, presentation and written skills, as well as outstanding people skills required.

* Well developed organization and planning skills; ability to prioritize and delegate, anticipate and create contingency plans, take initiative, and work independently with little supervision essential.

* Ability to inspire teamwork and respect, and convey and instill motivation, enthusiasm, commitment, tenacity, integrity, discretion and dedication required.

* Proven resource management experience, ability to make sound business decisions, and assume accountability for departmental results is essential.