Call Center Manager Jobs

Brand Direct Health®, a subsidiary of Alfasigma USA, Inc. is seeking a remote / work from home Call Center Manager located in the Dallas / Fort Worth Metro area who will ensure a Sales & Service oriented, professional working environment by managing the performance of the Brand Direct Health (BDH) team members. The position monitors the efficiency and effectiveness of team members ensuring all patients and other customers needing assistance are addressed with the highest level of service. Responsible for conversion rate & serving customers by planning and implementing contact center strategies and operations. Contributes to the development of policies and procedures for call center ensuring compliance with all company, local, state and federal regulations and requirements. Position continually focuses on improving systems and processes.

Join a team of passionate professionals with a talent for excellent customer service and communication. BDH is our mail order pharmacy operations responsible for delivering services and prescription products to our patients and healthcare providers through a convenient and customer service focused process.

KEY FUNCTIONS:

• Maintain high levels of employee engagement.
• Partner with Human Resources in the selection, onboarding, training and coaching of team members.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations
• Partner with colleagues to effectively manage the daily operations of the Call Center, with a strong emphasis on ensuring all Call Center KPI’s meet/exceed expectations.
• Monitor and analyze sales metrics, KPIs, and key performance drivers to identify trends, opportunities, and areas for improvement.
• Act as a role model for the company culture and values.
• Monitor employee training to ensure effective and efficient execution of activities and tasks to achieve operational goals and objectives.
• Drive conversion rates for New Leads and Refill through the actions of others.
• Support departmental and business unit operations by performing other duties as assigned, inside or outside scope of responsibility.
• Coach, motivate, and empower the team to achieve optimal performance.

KEY REQUIREMENTS:

• Outbound Call Center experience a plus
• Must be a high-performing PC user and an expert in Windows Office Suite (specifically PowerPoint, Word, and Excel)
• Minimum Five (5) years of directly related supervisory or management experience
• Strong understanding of employee engagement drivers and actions to improve employee engagement
• Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast-paced environment; able to work under pressure and effectively manage stress
• Exceptional project and time management skills
• Demonstrated skills in performance management and employee development
• Demonstrated track record of improving employee engagement in a 100% remote environment
• Previous Sales call center experience desired
• Bachelors Degree required (high school diploma and 10+ years’ call center management experience in lieu of degree).

What We Offer:

• Comprehensive Benefits Package:
  • Medical, Dental, 401K, Tuition Reimbursement (etc.) New hires are eligible for medical coverage on date of hire!
  • Paid time off (PTO) and holidays (potentially up to 30 days of time away from work in the first year of service, dependent on date of hire)
• Paid time off (PTO) and holidays (potentially up to 30 days of time away from work in the first year of service, dependent on date of hire)
• Medical, Dental, 401K, Tuition Reimbursement (etc.) New hires are eligible for medical coverage on date of hire!
• Annual bonus potential
• Competitive base pay, depends on experience
• Comprehensive Compensation Package:
  • Competitive base pay, depends on experience
  • Annual bonus potential

WHO WE ARE:

Brand Direct Health®, a subsidiary of Alfasigma USA, Inc., is our mail order pharmacy operations responsible for delivering services and prescription products to our patients and healthcare providers through a convenient and customer service focused process.

Alfasigma USA is the local affiliate of the Italian based pharmaceutical company, Alfasigma. Alfasigma is a leading Italian pharmaceutical company focused on prescription drugs, over-the counter (OTC) and nutraceutical products and has a presence in 90 countries.

Alfasigma USA’s main goals are to improve the health and quality of life of patients by finding solutions to treat specific patient populations, expand our existing portfolio and bring new products into the US market. We strive to be a strong healthy company in a strong healthy world.

Alfasigma USA is headquartered in Bedminster, NJ. with a manufacturing plant in Shreveport, LA., a remote mail order pharmacy call center and an established national salesforce.

Alfasigma USA, Inc. and its subsidiary, Brand Direct Health, L.L.C. (collectively the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, religious creed, religious observance, color, age, sex, sexual orientation, gender, gender identity, gender expression, genetic information, national origin, ancestry, marital status, medical condition as defined by state law (cancer and genetic characteristics), disability, military service, military and veteran status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please email Human Resources at [email protected] if you need assistance completing any forms or to otherwise participate in the application process.