Operations Manager, Call Center
Galderma Laboratories

Fort Worth, Texas

Posted in Health and Safety


This job has expired.

Job Info


Company Overview
Galderma, the world's largest independent global dermatology company, was created in 1981 and is now present in over 100 countries with an extensive product portfolio of prescription medicines, aesthetics solutions and consumer care products. The company partners with health care practitioners around the world to meet the skin health needs of people throughout their lifetime. Galderma is a leader in research and development of scientifically-defined and medically-proven solutions for the skin. For more information, please visit www.galderma.com

Job Description
The Manager, Call Center Operations is accountable to deliver call center services related to the intake and triage or response to all general external customer inquiries (including general customer support and Adverse Events, Product Quality Complaints, Patient Assistance, and Medical Information requests). This role will create policies, procedures and practices related to the intake and triage or response of all inquiries with input from business partners and oversee all implementation with the call center vendor. This role is responsible for building cross-functional relationships, inclusive of the relationships with internal stakeholders and Call Center vendors. Additionally, this role will oversee the response to all inquiries for general customer support.

Job Responsibilities

  • 40% - Serve as a business relationship manager to vendors providing call center-related services; collaborate with vendors to assess service levels and performance, processes, and workflows, and staffing for agents and platforms
    • Initiate call center and platform vendor negotiations and reviews contracts to ensure contractual agreements are being met
    • Oversee vendor service level reports to ensure compliance with regulatory standards and progress toward the organization's performance and metrics and share key analytics with business partners
    • Perform vendor site visits and regular program reviews
    • Create policies, procedures and practices related to the intake and triage or response of all inquiries with input from business partners and oversee implementation with the call center vendor
    • Initiate all new service-related activities including identification of business need, project outline, and implementation of deliverables
  • 30% - Maintain Galderma-hosted Call Center platforms and facilitate access to call center technology and platforms hosted by other parties involving all relevant stakeholders to ensure uninterrupted service and technical feasibility while ensuring processes and activities maintain compliance and security (e.g. security scans, testing, implementation, issue remediation, IT/digital implementation, etc.)
  • 20% - Provide oversight and execution of the overall process for response to general customer requests received from external customers for all Business Units. This includes the creation of frequently asked questions (FAQs) and general communications to communicate general company information and partnering with other business partners across all Business Units to ensure customer resolution
  • 10% - Participate in the development and administration of the department budget to forecast and monitor actual costs of call center vendors and platforms; implements budgetary adjustments as appropriate and necessary
  • Other duties as assigned


Minimum Requirements
  • Bachelor's degree required, advanced degree preferred
  • Five (5) years applicable leadership experience
  • Pharmaceutical or contact center/call center operations experience
  • Proficiency with a variety of technical contact center platforms and software (e.g., contact management system and telephone software and platforms)
  • Experience with Corporate setting and the ability to think strategically and to model and guide compliant behavior
  • Knowledge of FDA and other applicable regulations
  • Ability to practice professionalism and integrity in all actions - demonstrating the ability to foster concepts of teamwork, cooperation, self-control, and flexibility
  • Experience managing major projects or people
  • Possess client-facing and internal communication skills and an ability to work through conflict to drive productive resolutions
  • Ability to multi-task to organize and manage work against strict timelines
  • Successful track record demonstrating strong analytical and organization skills demonstrating the ability to drive process improvement and quality assurance
  • Ability to organize, prioritize, and work effectively in a high-pressure, constantly changing environment.
  • Excellent written and verbal communication skills and ability to persuade with verbal and written communications involving multiple key client groups maintaining a high level of credibility and professionalism and customer focus


Other Important Information
The work environment characteristics and physical requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing duties of this job, the employee may or may not be frequently/or occasionally required to:
  • Stand; walk; sit; climb or balance; stoop; kneel; crouch; talk or hear; and taste or smell.
  • Climb stairs or ride elevators.
  • Lift and/or move up to 25 pounds.
  • Use close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • Manipulate keyboard or otherwise access computer, telephone and hand-held devices.
  • Be exposed to outside weather conditions while going in and out of office buildings.
  • Be exposed to moderate noise level usually in warehouse settings.
  • Be exposed to moving equipment, mechanical parts, and/or high places; or moving between air-conditioned and non-air-conditioned environments.
  • Travel is required. Estimated at less than 10%.

Where permitted by applicable law, successful applicants must be fully vaccinated against COVID-19 by their date of hire to be considered for employment. Proof of vaccination required.

Employer's Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.


This job has expired.

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