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Contact Center Program Manager
at Amplity Health
East Hanover, NJ

Contact Center Program Manager
at Amplity Health
East Hanover, NJ

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Description

Exciting opportunity to join Amplity in support of Novartis Pharmaceutical's Customer Interaction Center as a Contact Center Program Manager

We are currently seeking passionate, highly motivated, experienced individuals with a demonstrated track record of success in the contact center environment. Novartis Contact Center supports inbound Healthcare Service programs across a multitude of marketing campaigns, disease states, and projects. This Contact Center provides customer service support to inbound inquiries across several channels to include telephone, email, postal mail, fax, and chat.

These positions are located in East Hanover, NJ

Contact Center Program Manager

Contact center strategic partner to Marketing, Patient Services and Digital Medicines for the design, implementation and management of consumer contact center programs

Essential duties and responsibilities include but are not limited to the following:

  • Strategic partner to the Client's marketing team to design, develop and manage the consumer contact center channel supporting new product launches, line extensions, copay card programs, direct to consumer and relationship marketing campaigns
  • Support multiple concurrent contact center brand programs
  • Participate in face to face brand strategy and Launch Management Team meetings
  • Participate and actively contribute to weekly operations meetings for each program
  • Identify and document contact center requirements
  • Develop CRM call guide/script, FAQs and relevant contact center assets and spearhead assets thru the Material Approval Process (includes attending face to face MAP meetings)
  • Liaison with IT and Business Rules vendor for call guide metadata setup and programming
  • Ensure compliance with compliance and regulatory requirements and guidelines
  • Develop phone tree strategies to ensure first call resolution and seamless call triage to key functions including drug safety, quality, patient services, MIC and patient assistance
  • Development and management of program timelines, requirements, logistics and launch
  • Develop and reconcile monthly call forecasts and budget
  • Conduct User Acceptance Testing of call guides and IVRs
  • Develop and facilitate contact center training
  • Quality Monitoring of 3rd party vendor call center
  • Periodic site visits to 3rd party vendor call center for training, monitoring, focus groups and program launches
  • Manage program escalations
  • Analyze and manage program performance against KPIs
  • Communicate program status, performance and insight reporting to key stakeholders
  • Exceptional communication skills (written and verbal)
  • Ability to multi task and prioritize
  • Proven proficiency in the area of team work

Requirements for the position:

  • BA/BS Degree or equivalent work experience
  • 3+ years of extensive contact center experience with emphasis in customer service
  • Pharmaceutical marketing or marketing operations experience
  • Multi-channel marketing experience

Other Requirements:

  • Minimum at-home requirement of High Speed Cable Internet or Fiber Optic Cable to ensure ability to work remotely from home as required by business need

ABOUT US

A true partner to global healthcare companies, Amplity Health builds transformational solutions by challenging boundaries and the status quo. Amplity Health has the expertise, infrastructure, and insights to help clients overcome any healthcare commercialization hurdle. With wide-ranging capabilities such as patient identification solutions, multichannel messaging, inside sales and service resourcing, field sales, campaign planning and execution, and more, we have what it takes to maximize commercialization efforts and set strategies up for success.

Partnership. Amplified.

OUR CULTURE

When you join Amplity Health, you have the opportunity to work with and learn from leaders in the health care industry. Our commitment to a team-oriented culture and value-based leadership model provides an environment where our employees can work to their full potential. All opportunities with offer competitive compensation including a comprehensive medical benefits package, 401-k benefits, and the opportunity to grow with us.

A goal of ours is to continuously drive innovation through our people by creating an open, respectful, inclusive and trustworthy work environment. We encourage and support equal employment opportunities for all associates and applicants for employment without regard to race, color, creed, religion, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, citizenship status, marital status, medical condition as defined by applicable state law, genetic information, disability, military service and veteran status, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Employment decisions are evaluated based on an individual's skills, knowledge, abilities, job performance and other qualifications. We do not condone or tolerate an atmosphere of intimidation or harassment.

To learn more about us, visit our website at amplity.com or our social media pages.

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