Net2Source Inc. is an award-winning total workforce solutions company recognized by Staffing Industry Analysts for our accelerated growth of 300% in the last 3 years with over 5500+ employees globally, with over 30+ locations in the US and global operations in 32 countries. We believe in providing staffing solutions to address the current talent gap – Right Talent – Right Time – Right Place – Right Price and acting as a Career Coach to our consultants.
Company: One of Our Clients
Job Description:
Title: Director, Medical Information Customer Engagement
Location: Princeton, NJ 08648 (50% onsite)
Duration: 12+ Months (Extendable)
Pay Rate: $80.00 - 89.28/hr on W2
Qualifications & Experience
• PharmD
• 10 years of experience in Medical Information, Contact Center, or related field
• Leadership skills; Prior Experience managing a diverse team
• Excellence in communication; Ability to establish strong cross functional matrix relationships
• Ability to critically analyze performance against quality measures, metrics, and process
• Strong innovation, decision making and problem solving skills
Position Summary
The Customer Engagement Center aims to strategically design, develop, and evolve industry leading Customer Engagement and call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of Contact Center (both Medical Information and Customer Information) Strategy. This leader will provide direction as it relates to systems, processes, standards and services including managing the relationship with the Contact Center Partners covering US Medical Information and Customer Information Center and Global Escalations and Variant Content.
Key Responsibilities
1. Develop and Execute strategy for US customer engagement: Medical Information, Global Escalations, and Variant Content maintenance as well as commercial contact center in alignment with WW SCE goals and objectives.
2. Strategic Leadership of a diverse team focused on delivery of Medical Information and Customer Information in the US Market. Develop, coach and foster individual and team development.
3. Relationship lead with all key matrix functions at a Worldwide (WW)/Market level, e.g. WW Customer Engagement Center Leads, WW Medical Content/Pubs Leads, Market Leads and WW Field Medical & Medical Effectiveness Leads, and Business Solutions in order to:
- Provide an MI request service for managing complex questions in a timely and efficient manner
- Support the delivery of MI to HCPs and patients to meet Market and Regulatory needs
- Provide MI guidance and support for local or WW congress booths as required
4. Relationship lead with all key matrix functions at a US Commercial level in order to:
- Provide an customer information service for managing complex customer interactions in a timely and efficient manner
5. Lead Customer Engagement Center activities, such as:
- Innovative approach towards service evolution while adhering to budgets and timelines
- Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness
- Delivery of performance reports and insights to stakeholders
- Inspection readiness and audit participation
- Oversight of supplier budget
- Telephony design
6. Monitor performance of team against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.
7. Oversight of team as it relates to:
i. Training Plans for existing and launch products and programs
ii. Quality oversight
iii. Content maintenance and creation to address needs
iv. Escalation support
v. Systems and solutions
vi. Budget & Operational deliverables.
Awards and Accolades:
America's Most Honored Businesses (Top 10%)
Awarded by USPAAC for Fastest Growing Business in the US
12th Fastest Growing Staffing Company in USA by Staffing industry Analysts in the US (2020, 2019, 2020)
Fastest 50 by NJ Biz (2020, 2019, 2020)
INC 5000 Fastest growing for 8 consecutive years in a row (only 1.26% companies make it to this list)
Top 100 by Dallas Business Journal (2020 and 2019)
Proven Supplier of the Year by Workforce Logiq (2020 and 2019)
2019 Spirit of Alliance Award by Agile1
2018 Best of the Best Platinum Award by Agile1
2018 TechServe Alliance Excellence Awards Winner
2017 Best of the Best Gold Award by Agile1(Act1 Group)
Regards,
Kajal Singh
Senior IT Recruiter (Pharma and Life Sciences)
Net2Source Inc.
Global HQ Address –270 Davidson Ave, Suite 704, Somerset, NJ 08873, USA
Office: (201) 340-8700 x 980 | Cell: (201) 777-4217 | Fax: (201) 221-8131| Email: singh.kajal@net2source.com
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