Call Center Solutions Manager

February 15

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Care Access

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Care Access is a leading decentralized research organization (DRO) that breaks down traditional barriers in clinical research for patients, sponsors, and physicians. Its innovative model brings decentralized trials, Sites On Demand™, Virtual PIs, and Mobile Sites to previously-unreachable patient populations to expand the impact of clinical research. Supported by top pharmaceutical and biotech partners across 20 different therapeutic areas, Care Access is scaling and globalizing its new model for clinical trial delivery, where more physicians and patients can engage in life-saving research to develop new therapies faster.

rare diseases • pulmonology • oncology • decentralized • decentralized trials

201 - 500 employees

📋 Description

• What We Do • Care Access is a unique, multi-specialty network of research sites that operates as one connected team of physician investigators, nurse coordinators, and operations managers. Our goal is to engage every healthcare professional in clinical research and to make clinical trials a care option for every patient. By removing this bottleneck, Care Access is helping accelerate the approval and delivery of critical and life-saving therapies. • Who We Are • We care. Our people are the engines behind our mission: to revolutionize access to clinical trials for the benefit of patients everywhere. We care for one another, find new ideas to accelerate medicine, and seed a long-term impact for generations. • Position Overview • Our organization seeks a highly driven, organized, and analytical Call Center Solutions Manager to help our teams fulfill their goals by managing the planning, design, build, rollout and support of enhancements to our call center technologies, ancillary technologies, and/or process solutions. These solutions will benefit specific functional teams within the Delivery organization or outside (e.g., Marketing, IT, Recruiting, Quality, etc.). • This role would include administration, planning, design, management, and monitoring of projects and solutions used in-house at Care. The position will require strong analytical skills, ability to lead efforts with data-driven approaches, experience with Cloud technologies, and a customer-centric mindset in supporting systems users. It will also require stakeholder management skills and experience managing external staff or vendors. • Our ideal candidate gains a deep understanding of our call center processes requiring systems and solution support. From there, the Call Center Solutions Manager develops a plan to build systems, involves key stakeholders, coordinates the systems build effort, manages vendors and external parties, and facilitates change management and user support during implementation, methodically defining requirements and translating them into detailed specifications for each system enhancement. • The Call Center Solutions Manager comes with a solution-driven mindset and can look at the full picture of our call center business processes with embedded systems and process complexities. They are also able to manage requested changes and suggestions as necessary, cognizant of quality and regulatory guidelines and restrictions. This role will require managing systems and applications.

🎯 Requirements

• Required: • Prior experience in designing and building out a sustainable call center solution that can flexibly extend to meet new business needs • Expertise in IVRS or call center management solutions required. Prior experience working with 8x8 highly desired. • Ability to translate call center business requirements into technical specifications and configurations. • Preferred: • Knowledge of and ability to leverage AI solutions, particularly relating to customer support and experience handling. • Experience in using call analytics to provide insights to call center improvement opportunities. • Strong verbal and written communication skills as demonstrated through experience managing customer or user relationships and/or writing customer- or user-facing documentation. • Cross-functional collaboration experience to accomplish goals spanning multiple teams or departments. • Ability to balance tasks with competing priorities and bring critical thinking into discussions. • Successful identification of needs and pain points across many different departments. • Ability to work independently and collaboratively with minimal supervision, bringing a high level of self-motivation, energy, and problem-solving creativity to rapidly-changing environments.