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Call Center Manager Resume Profile

Professional Summary

Senior Level Operations and Client Relationship Management Professional with 15 years of Contact Center leadership experience and 5 years CRO leadership experience Patient Recruitment and Clinical Feasibility project management Confident, take-charge executive with exceptional follow-through Efficiency specialist, implementing best practices and improving KPIs Articulate communicator, building rapport and trust across all corporate and client levels Proven architect and manager of high-performance teams Top performer who thrives in high-expectation, high-stress environments Seasoned leader, committed to hands-on leadership by example

Core Competencies

P L responsibility Project management in CRO and call center environments Bid Defense Patient Recruitment Strategies Clinical Feasibility Benchmarking Talent selection, leadership development, training, and coaching Benchmarking and performance metrics Committed to exceeding corporate and customer expectations Training management Quality Customer acquisition and loyalty Business analysis Program design/sales strategy Call center design and integration Skilled in gaining stakeholder buy-in and consensus Superior time-management and organizational skills with strong attention to detail Well versed in all clinical development standards from Phase I through post approval

Professional Experience

Confidential

Internal Support Manager/5 Star Staffing -

  • Reported to Deputy Director of Member Services. Developed WFM standards for call center. Program Manger for WFM/Telephony upgrade. Responsible for developing training, coaching and performance evaluations for staff.
  • Managed WFM system procurement
  • Designed and Delivered New Hire Curriculum
  • Led WFM/Telephony integration project
  • Developed reports for Supervisory group
  • Led consolidation of 3 Call Centers
  • Created tools for managerial workgroups

Confidential

Call Center Program Manager

  • Reported to AVP of Contact Center Operations. Developed policies, procedures and the overall business work plan for the Call Center. Responsible for call volume and service standards. Responsible for training, coaching and developing performance evaluations for staff.
  • Designed and delivered training to call center staff
  • Led development of policies and procedures for call center staff
  • Developed reporting metrics and set SLA requirements
  • Led change management training for management staff
  • Led Reconfiguration of Cisco CUIC system

Confidential

NC HIE Call Center Manager

  • Reported to VP of Finance and Operations. Managed the Call Center Team in regards Tier 1 and 2 inbound Technical Support. Managed all aspects of startup of inbound call center, including staffing, training, WFM, facilities, operations, quality control, client relations, and IT.
  • Designed and facilitated customer service training.
  • Developed robust metric reporting tools.
  • Responsible for all metrics regarding call center metrics and survey methodologies
  • Responsible for function of Cisco IP Phone solution and Jira Help ticket solution.
  • Responsible for motivation of all Call Center associates and supervisors.
  • Responsible for Training and Curriculum development.
  • SharePoint Administration.
  • Jira Administrator

Confidential

O Net Operations Center Manager Contract

  • Reported to RTI PM for Department of Labor Contract. Managed the Call Center Team in regards to DOL data collection program. Managed all aspects of 36-seat inbound/outbound call center, including staffing, training, WFM, facilities, operations, quality control, client relations, and IT.
  • Managed 2 direct reports, and 34 indirect reports.
  • Designed and facilitated updated customer service training.
  • Developed robust metric reporting tools.
  • Responsible for all metrics regarding call center metrics and survey methodologies
  • Responsible data collection for DOL for client reporting and attendance of client meetings
  • Responsible for motivation of all Call Center associates and supervisors.

Confidential

Manager, Global Feasibility

  • Reported to Director of Feasibility. Managed the Global Feasibility Group served as patient recruitment and feasibility SME in the RFP/RFI process. Define, plan and implement strategies to deliver robust patient recruitment for Kendle studies in domestically and globally where required. Support all areas of delivery from bid stage and throughout the lifetime of the project including sponsor interaction. Significant client-facing responsibilities. Provided cutting-edge data collection and analysis.
  • Marquee clients included Glaxo SmithKline, Takeda, Johnson Johnson, and Novartis.
  • International experience includes all of Europe, Asia Pacific, Central America, and South America.
  • Responsible for analyzing feasibility/recruitment proposal data and allocating appropriate resources, improving clients' budget accuracy while maintaining corporate margins.
  • Key driver for site selection and patient recruitment/retention startup initiatives.
  • Implemented data collection/analysis best practices, standardizing measurement between work groups.

Confidential

Call Center Operations Manager, Patient Recruitment

  • Mentored associates on patient recruitment strategies and tactics while acting as a functional lead on projects. Maintained awareness of industry trends and shared innovations with team. Created and implemented patient recruitment plan for documenting department deliverables. Instituted a standard practice of building contingency plans for ongoing projects as a proactive risk mitigation practice. Provided oversight of financials for ongoing projects. Created customized patient recruitment strategies and tactics for proposals and requests for information RFI .
  • Marquee clients included Novartis, Takeda, Regeneron, and Otsuka.
  • International experience included Poland and Hungary.
  • Collaborated with IVRS team to develop web-based patient recruitment screening tool, allowing offshore vendors to utilize system.
  • Responsible for data analysis for metric/budget projections.
  • Managed call-scripting team responsible for GCP, HIPAA, and client specifications compliance.
  • Responsible for regulatory documentation to IRB/EC authorities.
  • Responsible for targeted media placement, increasing patient volume in selected markets.
  • Managed client relationship team responsible for site compliance and patient recruitment campaigns.

Confidential

Call Center Manager

  • Reported to Director of Operations. Managed all aspects of 30-seat inbound/outbound call center, including staffing, training, WFM, facilities, operations, quality control, client relations, inside sales, and IT.
  • Managed 30 direct reports.
  • Designed and implemented metrics-driven customer service best practices .
  • Leveraged IEX WFM Program with Avaya and Cisco PBX to establish increased efficiencies.
  • Designed and implemented metrics-based compensations models, improving KPI compliance.
  • Implemented customer service monitoring, raising C-Sat scores from 75 to 95 .
  • Responsible for all AHT, CWT, abandonment, and occupancy statistical analysis, eliminating spikes in service levels.
  • Project manager for 100K ACD-to-VoIP conversion project delivered on-time/on-budget.
  • Implemented patient survey tools to establish customer service metrics.

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