Associate Manager - Clinical Support Operations [27/01/2010] |
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Leads Clinical Support Operations (CSO) contact center activities and day-to-day operations associated with contact volume and document processing in support of clinical trials. Coach contact center staff on contact handling best practices. Identify key improvement areas and work with contact center staff and their respective line management to increase performance and gain efficiencies. Establish and maintain decision trees for the purpose of escalation of customer issues and appropriateness of response to customer enquiries. Ensure day-to-day operations in the contact center by facilitation of high quality customer service interactions with site staff, external vendors, and internal NN clinical operations staff who contact the CSO contact center regarding Novo Nordisk clinical trials and services.
RELATIONSHIPS:
This position reports to the Manager, Clinical Support Services, CSO. Multiple internal relationships exist with personnel at all levels of the business including but not limited to CSO Management Team, Field Trial Operations, Clinical Project Management, Clinical Trial Operations, and IT departments. External relationships include clinical investigators and associated staff, and outside vendors.
ESSENTIAL FUNCTIONS:
ASSOCIATE MANAGER, CLINICAL SUPPORT SERVICES
•Forecast and analyze data against projected figures on a weekly and/or monthly basis and presenting to CSO line management for adjustments in workload.
•Delegate contact monitoring processes to appropriate staff to ensure contact standards are being met with principal focus to support training needs across the department.
•Answer staff questions related to contact center day-to-day operations.
•Liaise with clinical trial team to develop decision trees and work practice guidelines for customer response in new therapeutic areas.
•Oversee projects related to contact center process improvement initiatives.
•Facilitates bi-weekly contact center staff meetings in connection with CSO management team.
•Maintain tier shift schedules to ensure adequate coverage.
•Based on forecasting of contact volume across the department, coordinates requests for time off based on schedule with staff line management.
•Liaise with CSO management team to report day-to-day operational metrics and to make recommendations for shifting of resources to support overall contact center operations.
•Prepare various reports and presentations as needed for key customers (SLT, OLT and CMR Management Team).
•Make recommendations to management regarding process improvement strategies based on analysis of operational data.
•Maintain up-to-date knowledge of developments with clinical trials and involvement required within networks (e.g. decision tree development).
•Monitor random contacts to improve quality, minimize errors and track operative performance; handling complex customer complaints or inquiries.
•Work with management and training to develop front line staff.
•Work with management to review the performance of staff, identifying training needs and planning training sessions.
•Record and analyze statistics, occupancy and the performance levels of the contact center and preparing reports.
•Coach, motivate and retain staff and work with management to realize bonus, reward and incentive schemes.
•Improve performance by raising efficiency and identifying new methods to enable workers based on analysis of contact center metrics.
CONTACT CENTER SYSTEM ADMINISTRATOR
•Train new hires on the contact center system.
•Train existing staff on new versions and updates as needed.
•Work with key customers in CTO to develop enhancements and correct any system abnormalities based on data analysis of contact volume.
•Maintain and update all fields within the system.
•Generate reports.
DEVELOPMENT OF PEOPLE:
•Ensure that reporting personnel have 3P forms with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process.
•Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way of Management.
•Ensure that the IDP forms include completed Learning and Aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility.
KEY SUCCESS FACTORS: EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS
•Bachelors’ degree.
•6-8 years previous telephone customer service experience required.
•Previous supervisor experience desired.
•Excellent oral and written communication skills.
•Intermediate proficiency in Microsoft Word, Excel and Power Point required.
•Information Technology experience required.
•Siebel Call Center system experience preferred.
•Bi-lingual (Spanish-English) preferred.
Job Type:
Permanent
Location:
Montana-Western/Missoula
Salary:
[n/a]
Date available:
now
Experience Skills:
Manager
Company:
Novo Nordisk
Company Description:
Novo Nordisk is a healthcare company and a world leader in diabetes care. In addition, Novo Nordisk has a leading position within areas such as haemostasis management, growth hormone therapy and hormone replacement therapy.
Novo Nordisk manufactures and markets pharmaceutical products and services that make a significant difference to patients, the medical profession and society. With headquarters in Denmark, Novo Nordisk employs more than 29,000 employees in 81 countries, and markets its products in 179 countries.
Novo Nordisks B shares are listed on the stock exchanges in Copenhagen and London. Its ADRs are listed on the New York Stock Exchange under the symbol NVO.
Company Website:
[n/a]
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08/12/2009