Manager - Technical Complaints Call Center Oversight

Role Summary

The Manager - Technical Complaints Call Center Oversight is responsible for overseeing the initial evaluation of technical complaints for US Operations (USO) post-marketed products from all sources. This role is crucial in handling customer technical complaints to support a positive patient experience and ensure technical complaints are managed with internal timelines, compliance and regulatory requirements.

Responsibilities

• Act as a key liaison between the Technical Complaint Processors and Patient Safety Case Management, facilitating communication and addressing escalations to enhance overall team performance
• Provide mentorship and coaching to Technical Complaint Processors, and evaluate quality and adherence to KPIs responsible for the overall management of vendor operations for the Technical Complaint team
• Manages external partner performance against contractual arrangements, SOPs, KPIs, and budget
• Collaborates on case volume forecasts and tracks volume trends to help inform agent staffing requirements
• Provide guidance on more complex cases that require advanced assessment / decision-making
• Oversight and ensure adherence to required timelines
• Manage escalations from Technical Complaint Processors and resolve issues in a timely manner
• Serve as Technical Complaint Processing Team‚Äôs safety system manager
• Oversight of quality management: Facilitates and/or participates in regularly scheduled call quality calibrations, provides feedback on quality assurance activities and case review
• Identify procedural deficiencies and opportunities for process improvements; make improvement recommendations to management and lead implementation of solutions
• May collaborate with Global Safety to align on case handling instructions across safety sites by attending relevant global meetings and coordinating dissemination of information and actions
• Ensure inspection readiness and support audits/inspection as required
• Assist Patient Safety team projects as required
• Ensure compliance with role-specific training plans and applicable reference documents

Physical Requirements

Approximately 0-10% overnight travel.

Qualifications

• A bachelor‚Äôs degree required (in medical or science-related discipline) or relevant experience may be substituted for degree, when appropriate
• A minimum of 8 years‚Äô experience within pharmaceutical or healthcare industry, with at least 4 years in patient safety or pharmacovigilance
• 3 years‚Äô experience in peer-to-peer coaching / mentoring preferred
• Exceptional knowledge of medical terminology required
• Knowledge of USO supported disease states preferred (e.g., diabetes, obesity, hemophilia, growth hormone disorders)
• Analytical thinking skills required
• Experience with Drug Safety database preferred
• Strong oral and written communication skills required
• Strong planning, organizational and time management skills require