Senior Director of Call Center Operations
Alfasigma

Covington, Louisiana

Posted in Pharmaceuticals


This job has expired.

Job Info


Alfasigma USA is seeking a Senior Director of Call Center Operations who will be responsible for the strategic and tactical management of Alfasigm USA's call center operations and specialty pharmacy (Brand Direct Health, LLC) located in Covington, LA. This person will be onsite on a hybrid schedule.

The central focus of the role is to lead call center operations and transform the long-term strategic capability of organization, while playing a critical/pivotal role in the company’s overall success and financial performance. The Senior Director of Call Center Operations will help strengthen the company’s sales performance, drive operational efficiency and deliver outstanding customer service to patients/customers. Key performance metrics include lead conversion, sales volume, initial fill and refill rates and various customer service measures.

The Senior Director will play a lead role in developing patient centered marketing strategies and tactics and product and pricing initiatives by working closely with the brand marketing team. The Senior Director will also lead strategy development and implementation of various patient-centered initiatives including new enhanced CRM capabilities, a suite of patient/customer portal services and evolution of internal employee-facing systems,

The Senior Director will work closely with the company’s compliance officer to ensure compliance patient/customer privacy compliance requirements. Additional key expectations are to provide direction and guidance to the third-party pharmacy/pick-pack-ship partner, as it relates to compliance, budget, and operations. This person will also be responsible for managing all aspects of sales center, outbound/inbound calls, recruiting, as well as interaction with sales teams and training functions in order to optimize delivery and efficiencies while ensuring compliance with applicable federal and state privacy laws.

KEY FUNCTIONS:

  • Lead a team of 40+ professionals in a super-premium patient-focused call center that contributes significantly to the company’s success. Recruit, hire, manage and develop talent to ensure a continued strong employee pool.
  • Lead transformation of the call center to deliver breakthrough patient and employee centered initiatives that build on strong service levels and help improve efficiency. Develop market opportunities to offer call center services to other companies.
  • Create, review and approve all new scripts, rebuttals and sales presentations. Identify process improvements that drive efficiencies.
  • Manage relationship with third party pharmacy/pick-pack-ship operations partner.
  • Establish and implement short- and long-range goals, objectives, policies, and operating procedures.
  • Plan and execute strategies to realize future goals, plans, and objectives.
  • Manage P&L and provide accurate forecasts.
  • Work with the Compliance Officer to establish governance for BDH’s privacy program.
  • Oversee, direct, deliver, or ensure delivery of privacy training and orientation to all employees and appropriate third parties.
  • Ensure legal compliance, ethical sales practices, and the delivery of BDH brand quality contact experience.
  • Provide timely and accurate business forecasts to executive management.
  • Manage all aspects of call center and collaborate with vendor partner to optimize the patient experience and ensure efficiencies.
  • Handle complaints and special requests from patients as requested.
  • Analyze and evaluate the effectiveness of sales processes and systems.
  • Work closely with Marketing for on demand generation and messaging, as well as key tactical resources.
  • Provides direction and guidance of pharmacy operational requirements (third party vendor) related to staffing, workflow, data management and distribution as required.
  • Responsible for the development, enforcement and achievement of the department budget. Jointly accountable for the achievement of all financial, business and corporate objectives established in the BDH annual Business Plan and Budget.

KEY QUALIFICATIONS:
  • Bachelor’s Degree required; advanced degree preferred.
  • 10+ years of outbound call center leadership and general operations experience required.
  • Demonstrated ability to lead and motivate a large staff of call center personal and strength the culture of the organization.
  • Prior experience in a pharmacy or other healthcare setting helpful, but not required.
  • Proven ability to set and execute strategic direction.
  • High level of learning agility, executive presence and business acumen.
  • Demonstrated success in improving process-oriented workflows.
  • Demonstrated ability to work in a fast paced and changing startup environment.

*Open to candidates willing to relocate to the Covington, LA. area.

Alfasigma USA, Inc. offers:
  • Competitive compensation package
  • Annual bonus potential
  • Hybrid work schedule
  • Comprehensive benefits package: Medical, Dental, 401K, Paid Time Off, and Tuition Reimbursement are some examples
    • New hires are eligible for medical and dental coverage on date of hire
    • Paid time off (PTO) and holidays (potentially up to 28 days of time away from work in the first year of service, dependent on date of hire)
WHO WE ARE:

Alfasigma USA is the local affiliate of the Italian based pharmaceutical company, Alfasigma. The company was formed, in 2015, as a result of the merger between two historic Italian pharmaceutical companies, Alfa Wassermann and Sigma-Tau. Alfasigma is a leading Italian pharmaceutical company focused on prescription drugs, over-the counter (OTC) and nutraceutical products and has a presence in 90 countries.

Alfasigma USA’s main goals are to improve the health and quality of life of patients by finding solutions to treat specific patient populations, expand our existing portfolio and bring new products into the US market. We strive to be a strong healthy company in a strong healthy world.

Alfasigma USA is headquartered in Covington, LA., has a manufacturing plant in Shreveport, LA., a mail order pharmacy call center in the Covington location and an established national salesforce. In addition, a commercial operations hub opened in 2018 in Bedminster, NJ.

Alfasigma USA, Inc. and its subsidiary, Brand Direct Health, L.L.C. (collectively the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, religious creed, religious observance, color, age, sex, sexual orientation, gender, gender identity, gender expression, genetic information, national origin, ancestry, marital status, medical condition as defined by state law (cancer and genetic characteristics), disability, military service, military and veteran status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please email Human Resources at applicant@alfsigma.com if you need assistance completing any forms or to otherwise participate in the application process.


This job has expired.

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