CORK, IRELAND (multinational pharmaceutical company) supporting US healthcare professionals, patients, customers.

Working hours between 14.00 – 00.00

Responsibilities:

People Management

Coordinates staff recruitment and effectively manages and develops individuals to deliver objectives. Provides support for direct reports, including Performance Management and Development plan
Provides feedback and coaching on individual performance through metrics and scorecards. Monitors agents, providing feedback and coaching to ensure contact consistency standards and the average monitoring scores meet or exceed established standards
Manages daily team operations to effectively achieve individual and team goals. Assigns individuals to day-to-day activities and provides team resource
Ensures operational goals are met with best in class processes/systems and within compliance boundaries
Provides input and feedback to continuously improve daily processes
Facilitates meetings to communicate team performance goals and results and general business needs

Partnerships

Partners with US Workforce Management to ensure staff is properly scheduled to meet customer needs
Collaborates with Answer Centre US Reporting to ensure metrics available for performance purposes
Partners with US Learning and Quality colleagues to ensure staff qualifications, manage training needs, participate in calibration sessions
Collaborates with US Medical Operations to ensure answer resources available for the team and delivery of key metrics and business processes. Supports US Business Liaisons and Business Operations in building brand relationships
Support projects as needed to improve company performance
Work with Answer Centre Sr. Manager and Director to develop and maintain relationships

Engagement

Demonstrates company behaviours including the company’s values of Integrity, Excellence and Respect for People
Creates and contributes to an environment that creates enthusiasm and accountability for satisfying customer needs.
Respects people’s expertise and work experience in a way that encourages collaboration, innovation and commitment to a common vision
Defines what is and what is not important; makes the necessary trade-offs in order to maintain focus on accomplishing the goal
Ensures the alignment between the goals of the business, Answer Centre’s goals and individual goals
Creates a safe environment where all team members feel they can share their unique opinions and ideas
Decides and acts promptly, using good judgment and anticipates or removes obstacles that get in the way of progress
Supports efforts to implement processes and technologies to maximize efficiency and effectiveness

Compliance and hseDirections Program

Creates an environment that expects compliance
Monitors team’s compliance with The Red Book, policies and training. Recognizes and follows all compliance policies, laws, regulations and The Red Book
Completes all training and associated tests on time

Basic Requirements:

Bachelor’s Degree or National Framework of Qualifications Level 7 (aligned with supervisory role, i.e. if supervising Medical Associate team, a medical qualified person with professional certification)

Additional Preferences:

Senior Manager – Answer Centre Full Time Permanent

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