• Job Description

  Req#: DIREC001169
  Director, Hub Operations, Patient Access Call Center
  
  Remote, USA
  
  We are excited to announce that we are relaunching Fortrea Patient Access under a new name - Neovance.
  
  Our Patient Access team is a scaled leader in the HUB services and patient access market, serving the biopharmaceutical industry with comprehensive patient support, product access, affordability, and adherence solutions for more than 30 years. Further advanced by its recently expanded non-commercial specialty pharmacy to support enhanced distribution of cold-chain and ambient free goods products, we are committed to driving patient outcomes and improving healthcare accessibility through its extensive experience while currently supporting more than 2.5 million patients and over 100 unique brands across more than 25 disease indications.
  
  The Delivery Director will lead and manage operations for Patient Access call center. This role is critical to ensuring high-quality service delivery, operational efficiency, and client satisfaction for clients. The ideal candidate will have a strategic mindset and deep experience in handling offshore call center operations, with a strong understanding of American market standards and the ability to lead high-performance teams.
  
  Key Responsibilities:
  
  1. Strategic Leadership and Operational Management
  • Oversee all aspects of the call center operations to meet and exceed the needs of clients.
  • Develop and implement operational strategies that align with client expectations, focusing on efficiency, quality, and cost-effectiveness.
  • Ensure achievement of key performance indicators (KPIs), service level agreements (SLAs), and client satisfaction metrics.
  2. Stakeholder Management
  • Serve as the primary contact for stakeholders, providing transparent updates on operational performance and improvements.
  • Partner with stakeholders to understand evolving needs, anticipate challenges, and proactively implement solutions.
  3. Performance Optimization and Process Improvement
  • Drive continuous improvement initiatives to optimize workflow, boost productivity, and maintain consistency in service delivery.
  • Lead quality assurance processes to ensure adherence to client and organizational standards, compliance regulations, and client expectations.
  • Leverage data analytics to identify trends, drive process enhancements, and recommend innovative approaches to elevate service quality.
  4. Team Leadership and Development
  • Build, lead, and mentor a high-performing team fostering a culture of excellence and continuous learning.
  • Implement training and development programs to upskill team members and maintain alignment with client and company objectives.
  • Create recognition and reward systems to motivate team members, improve retention, and cultivate a positive work environment.
  5. Financial and Budget Management
  • Develop and manage the budget for call center operations, ensuring financial efficiency without compromising service quality.
  • Work closely with leadership to control operational costs, enhance profitability, and support strategic business goals.
  6. Compliance and Risk Management
  • Ensure adherence to relevant U.S. and India regulations, including data privacy, security, and compliance standards.
  • Identify and manage potential risks within the operations, implementing preventive measures to maintain business continuity.
  
  Qualifications:
  
  • Experience:
  • 5+ years of experience in call center or contact center operations, with at least 5 years in a leadership role overseeing offshore operations.
  • Proven track record managing call center teams delivering services to U.S. clients from India.
  • Strong understanding of U.S. customer service standards and compliance requirements.
  • Education:
  • Bachelor's degree in Business, Management, or a related field. MBA is a plus.
  • Skills:
  • Strategic, data-driven thinker with experience in optimizing call center operations.
  • Exceptional client relationship management skills with the ability to build strong, trust-based client partnerships.
  • Strong leadership and people management skills, capable of inspiring and managing a large and diverse team.
  • Proficiency in call center technology, CRM systems, and performance analytics.
  
  Preferred Qualifications:
  
  • Experience in Business Process Outsourcing (BPO environments.
  • Familiarity with quality management systems and CRM platforms.
  
  Benefits: All job offers will be based on a candidate's skills and prior relevant experience, applicable degrees/certifications, as well as internal equity and market data. Regular, full-time, or part-time employees working 20 or more hours per week are eligible for comprehensive benefits including: Medical, Dental, Vision, Life, STD/LTD, 401(K), Paid time off (PTO) or Flexible time off (FTO), Company bonus where applicable. #LI-NV
  
  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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