Hybrid Senior Customer Care Operations Leader

WellDyne; Flevoland; Hybrid; EUR 70.000 - 110.000; Vollzeit

Zusammenfassung

WellDyne in the Netherlands is seeking a Senior Operations Lead to oversee complex escalations, operational processes, and service performance across pharmacy and PBM contact center operations. You will partner with Quality, Compliance, Marketing, IT, and WFO to support reporting and process improvements.

The role requires strong communication, data analysis, and the ability to drive root-cause solutions. This hybrid position offers a balance of in-office collaboration and remote work two days a

Qualifikationen

• 3+ years in contact center, pharmacy operations, PBM, or healthcare operations.
• Experience managing complex or high-visibility escalations.
• Prior supervisory or team leadership experience preferred.
• Experience collaborating with cross-functional partners such as Quality, Compliance, Marketing, IT, or Workforce Optimization.

Aufgaben

• Serve as the operational point of contact for executive level and compliance-related escalations.
• Partner with Marketing to manage and resolve social media and reputation related complaints.
• Support all lines of business in resolving high-impact or sensitive member and client issues.
• Identify root causes and drive process improvements to prevent repeat concerns.
• Oversee pharmacovigilance reporting in partnership with Quality and Compliance teams.
• Support accreditation-related reporting and complaint tracking efforts.
• Create, maintain and monitor complaint dashboards to identify trends and service risks.
• Review and approve SOPs, work instructions, and job aids to ensure operational clarity and consistency across pharmacy and pharmacy benefit operations.
• Monitor and ensure adherence to required turnaround times (including SNO and IT tickets).
• Oversee completion of offline work and provide daily updates to leadership and WFO.
• Identify service gaps and recommend workflow or process improvements.
• Participate in client call calibrations; research escalated issues and provide documented findings.
• Conduct client call reviews and provide summaries, outcomes, and coaching insights.
• Serve as point of contact for designated strategic clients, including large renal care accounts.
• Act as liaison between advocates and WFO for attendance requests and staffing coordination.
• Serve as primary point of contact for Customer Care communications to advocates and BPO partners, including process updates and reminders.
• Support Contact Center leadership and CCA teams during absences or peak operational periods.
• Other duties as assigned.

Kenntnisse

Strong communication

Data analysis

Root cause analysis

Time management

Organizational skills

MS Office

WellServ

Tools

SNO

ePost

WellServ

Jobbeschreibung

WellDyne in the Netherlands is seeking a Senior Operations Lead to oversee complex escalations, operational processes, and service performance across pharmacy and PBM contact center operations. You will partner with Quality, Compliance, Marketing, IT, and WFO to support reporting and process improvements.

The role requires strong communication, data analysis, and the ability to drive root-cause solutions. This hybrid position offers a balance of in-office collaboration and remote work two days a