Associate Director Contact Center Capability Lead

Profile

At Bristol Myers Squibb, we are inspired by a single vision - transforming patients' lives through science.In oncology, hematology, immunology and cardiovascular disease - and one of the most diverse and promising pipelines in the industry - each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

Worldwide Customer Capabilities (WCC); Worldwide Engagement Planning and Content Capabilities (WEPCC); Omni-Channel Experience; Customer Care Call Center supports interactive remote communications with patients, caregivers, and HCPs.

Purpose/Objective of the job


Responsible for the Commercial Call Center(s) including Customer Information Center and Product Inside Sales programs
Drive the strategy for the rapidly evolving way we communicate remotely with our customers
Focus on enhancing customer experience while increasing efficiency
Exceed customer expectations via existing and emerging channels, when and how customers prefer to communicate
Ensure quality and compliance in every interaction
Create and implement Call Center operating model, roadmap, and define Medical, Legal, Regulatory (MLR) standards
Subject matter expert for Customer Care Call Center


Key Responsibilities and Major Duties


Business owner for Call Center Hub (i.e. Call Center, IVR, Live Chat, Inside Sales )
Manages the relationship with the Call Center vendor, and other call center related capability vendors.
Responsible to Call Center Quality Assurance and Compliance
Manages the creation, development, integration and execution of Call Center capability in accordance with omni-channel strategy and roadmap.
Collaborates across BMS organization (WCC, WEPCC, Information Technology, Multi-Channel Capabilities Standards Committee (legal, medical, marketing and Regulatory), and Business Units) on key activities like planning, prioritizing, and implementation support for key omni-channel capabilities
Collaborates across BMS organization (Worldwide Engagement Planning & Content Capabilities, Information Technology, Omni-Channel Capabilities Standards Committee (legal, medical, marketing and regulatory), and Business Units on key activities like planning, prioritizing, and implementation support for key Omni-Channel Capabilities
Identifies needs for digital capabilities and solution enhancement across the enterprise and escalates to the Worldwide Engagement Planning & Content Capabilities Team leaders.
Builds and maintains subject matter expertise on BMS and external/industry call center capabilities
Provides input into agency and/or vendor selection and management agencies / vendors (as appropriate)

4 year bachelor's degree required
Candidate should possess 5 years focusing on contact center capabilities and management and pharma markets and sales experience
Experience with Contact Center management, including definition of strategy and execution
Experience working with Call Center Inside Sales, pharmaceutical marketing and sales preferred
Proven track record of coordinating and collaboration across multiple teams to prioritize varying business objectives and drive action to meet business requirements; recognized as an influential leader with credibility in conflict management and expectation management
Experience and knowledge of the Legal/Medical/Regulatory review process
Experience leading highly motivated teams
Proficient in designing, integration, and implementing Contact Center Capabilities
Proven track record of collaborating with other teams and delivering results on budget / on schedule/on strategy
Strong interpersonal and communication skills
Excellent planning, prioritization, management, and organizational skills
Excellent management skills, including experience selecting / directing agencies and vendors

Proficiency at demonstrating the Core BMS Behaviors
Experience working in the pharmaceutical or healthcare industry preferred
Experience working with commercial and medical/R&D business partners preferred

Travel Required (nature and frequency) Infrequent (mostly virtual but could require minimal travel depending on market(s))
Overnight Absences Required (per typical month) Infrequent (mostly virtual but could require minimal travel depending on market(s))


Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

Company: Bristol-Myers Squibb

Req Number: R1526854_EN

Updated: 2020-06-29 00:00:00.000 UTC

Location: Princeton,New Jersey

Bristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.

Company info

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