Sr Manager, Workforce Management and Call Quality Monitoring

Neovance L.P; Raleigh (NC); Remote; USD 90,000 - 115,000; Full time

Job summary

A leading company in the biopharmaceutical industry is seeking a Senior Manager for Workforce Management and Call Quality Monitoring. This role is crucial for enhancing operational efficiency and service quality. The ideal candidate will develop strategies for staffing, oversee call quality, and lead a team of analysts. Comprehensive benefits and a collaborative work environment await the right candidate.

Benefits

Comprehensive Medical Benefits

Dental Insurance

Vision Insurance

Life Insurance

401(K)

Paid Time Off

Bonuses

Qualifications

• 5-7 years in workforce management and call quality monitoring.
• Experience managing teams and driving performance improvements.

Responsibilities

• Develop strategies for optimal staffing based on patient service demands.
• Establish frameworks to evaluate call handling and customer interactions.
• Lead and mentor workforce analysts and quality assurance specialists.

Skills

Analytical Skills

Team Leadership

Communication

Education

Bachelor’s degree in Business Administration

Master’s preferred

Tools

Workforce Management Tools

Quality Tools

Job description

Sr Manager, Workforce Management and Call Quality Monitoring

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Senior Manager, Workforce Management and Call Quality Monitoring

Remote

We are excited to announce that we are relaunching Fortrea Patient Access under a new name - Neovance.

Our Patient Access team is a leader in HUB services and patient access market, serving the biopharmaceutical industry with comprehensive patient support, product access, affordability, and adherence solutions for over 30 years. Recently expanded by its non-commercial specialty pharmacy, it supports distribution of cold-chain and ambient goods, supporting over 2.5 million patients and 100+ brands across 25+ disease indications.

This role oversees workforce management and call quality monitoring initiatives to enhance operational efficiency and service quality. Responsibilities include developing strategies to optimize workforce efficiency, improve call handling quality, and ensure compliance with industry standards. It requires strategic thinking and a deep understanding of workforce planning, performance metrics, and quality assurance methodologies.

Key Responsibilities

• Workforce Management:
• Develop and implement strategies for optimal staffing based on patient service demands.
• Analyze call volume trends and forecast staffing needs to meet SLAs.
• Collaborate with HR to recruit, train, and retain high-performing staff.

• Call Quality Monitoring:
• Establish frameworks to evaluate call handling and customer interactions, ensuring adherence to policies and standards.
• Design and implement performance metrics and reporting systems for call quality and efficiency.
• Conduct audits of call recordings to identify improvement areas and provide feedback.

• Team Leadership:
• Lead, mentor, and develop workforce analysts and quality assurance specialists.
• Foster a culture of continuous improvement, accountability, and teamwork.

• Collaboration and Communication:
• Work with other departments to align workforce strategies with business objectives.
• Present performance reports to senior leadership with recommendations.

• Compliance and Best Practices:
• Ensure compliance with industry regulations and stay updated on trends and technologies.

Education and Experience

• Bachelor’s degree in Business Administration, Healthcare Management, or related; Master’s preferred.
• 5-7 years in workforce management and call quality monitoring, preferably in healthcare.
• Experience managing teams and driving performance improvements.
• Strong analytical skills and proficiency in workforce management and quality tools.
• LSS Green Belt preferred.

Benefits

Comprehensive benefits including Medical, Dental, Vision, Life, STD/LTD, 401(K), PTO/FTO, and bonuses, based on experience and qualifications.

Additional Details

• Seniority level: Mid-Senior
• Employment type: Full-time
• Job function: Project Management and IT
• Industry: Pharmaceutical Manufacturing