Associate Director, NPS Performance Excellence

Your responsibilities will include, but are not limited to:

• meet and exceed performance metrics, operations reporting, customer satisfaction, and coaching.

• coordinate and lead work for management of performance issues, escalations through to resolution, corrective and preventive actions; provide guidance and advice on performance evaluation as a subject matter expert (SME) and adviser for other teammates, working with the PSC and across PSS.

• play an active role to maintain and build enterprise performance operations tools, methodologies, people and processes

• ability to work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners

• calculate, record and analyze call, case and agent performance data and report and present Key Performance Indicators (KPIs) to management and/or customers; identify areas of greatest need or opportunity for improvement leveraging technology tools employed for call recording, sentiment analysis

• routinely assess training compliance and intervene to address training compliance problems

• as a people manager and leader, you are responsible for performance management, recruiting and interviewing candidates and team culture and satisfaction.

What you’ll bring to the role:

• Bachelor's Degree required/desired
• PharmD, RN or Master’s degree a plus

Required Experience:

• 5+ years' experience in pharmaceutical hub, case, reimbursement and/or patient services operations
• 5+ years of contact or call center process, call monitoring with a history of leading continuous performance improvement initiatives
• A history of meeting and exceeding performance metrics, operations reporting, customer satisfaction, and coaching.
• Effective leadership skills, including change management for rapidly changing technology and growth in the number of PSC roles on-boarding
• Experienced in establishing and cultivating relationships; able to collaborate effectively with key stakeholders and partners across the organization
• Ability to work in a fast-paced team environment and handle multiple programs and tasks
• Ability to analyze problems, identify alternative solutions and implement recommendations for resolution
• Working with QA monitoring systems such as Genesys, NICE, Verint or other solutions
• Ability to grow with the evolving Patient Support Center landscape
• Ability to build, inspire, and motivate a team
• Travel as required to East Hanover NJ, Tempe AZ, Hyderabad India

Preferred Experience:

• Knowledge of call center industry practices, reimbursements and payer systems, healthcare protocols and US Healthcare system processes
• Omni channel experience supporting monitoring of voice calls, transcription recordings, chat, SMS, fax
• Use of varied approaches to motivate, engage and grow an employee-centric high performing team
• Ability to work effectively as a people manager and in a team structure; maintain strong cross-functional ties with key business partners
• Experience with effectively managing in a rapidly changing business environment
• Experience with quality monitoring systems, benchmarks, metrics and processes. AI experience a plus.