Sr Manager, Workforce Management and Call Quality Monitoring

Neovance; Raleigh (NC); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in patient access services is seeking a Senior Manager for Workforce Management and Call Quality Monitoring. This remote role involves overseeing staffing strategies, call quality initiatives, and compliance with industry standards. The ideal candidate will have extensive experience in workforce management, strong analytical skills, and a collaborative approach to leadership. This position offers competitive compensation and a comprehensive benefits package.

Benefits

Medical

Dental

Vision

Life Insurance

401(K)

PTO/FTO

Bonuses

Qualifications

• 5-7+ years in workforce management and call quality, preferably healthcare-related.
• Experience managing teams and improving performance.

Responsibilities

• Develop and implement strategies for optimal staffing based on patient demand.
• Establish frameworks to evaluate call handling and customer interactions.
• Align workforce strategies with other departments.

Skills

Analytical Skills

Leadership

Collaboration

Education

Bachelor’s degree in Business Administration

Master’s preferred

Tools

Workforce Management Tools

Quality Assurance Tools

Job description

Sr Manager, Workforce Management and Call Quality Monitoring

Senior Manager, Workforce Management and Call Quality Monitoring

Remote

We are excited to announce the relaunch of Fortrea Patient Access under a new name - Neovance.

Our Patient Access team is a leader in HUB services and patient access market, supporting the biopharmaceutical industry with patient support, product access, affordability, and adherence solutions for over 30 years. Recently expanded by a non-commercial specialty pharmacy, we support cold-chain and ambient products, aiming to improve healthcare accessibility. Currently, we assist more than 2.5 million patients across 25+ disease indications and 100+ brands.

Role Overview:

The successful candidate will oversee workforce management and call quality initiatives, focusing on operational efficiency and service quality. Responsibilities include developing strategies to optimize staffing, enhance call handling, and ensure compliance with industry standards. This leadership position requires strategic thinking, expertise in workforce planning, performance metrics, and quality assurance.

Key Responsibilities:

1. Workforce Management:
2. Develop and implement strategies for optimal staffing based on patient demand.
3. Forecast call volume trends to meet SLAs.
4. Collaborate with HR for recruitment, training, and retention.

1. Call Quality Monitoring:
2. Establish frameworks to evaluate call handling and customer interactions, ensuring policy and care standard adherence.
3. Design performance metrics and reporting systems for insights into call quality and efficiency.
4. Conduct audits of call recordings, identify improvement areas, and provide feedback.
5. Lead and develop workforce analysts and QA specialists, fostering continuous improvement and teamwork.

1. Collaboration and Communication:
2. Align workforce strategies with other departments like Operations and Training.
3. Present performance insights to leadership with recommendations.

1. Compliance and Best Practices:
2. Ensure adherence to industry regulations and best practices.
3. Stay updated on trends and incorporate innovative solutions.

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, preferably healthcare-related.
• Experience managing teams and improving performance.
• Strong analytical skills and proficiency in workforce management and QA tools.

Benefits: Compensation is based on skills, experience, and internal and market benchmarks. Full-time employees working 30+ hours/week are eligible for benefits including Medical, Dental, Vision, Life, STD/LTD, 401(K), PTO/FTO, and bonuses where applicable. #LI-NV

Equal Opportunity Employer. All applicants will be notified of their rights under federal employment laws. For more information, review the "Know Your Rights" notice from the Department of Labor.