Associate Director, Global Contact Center Services

Otsuka America Pharmaceutical Inc.

Olympia, WA

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JOB DETAILS

SKILLS

Adverse Events, Analysis Skills, Biology, Biotech and Pharmaceutical, Budgeting, Business Skills, Business Strategy, Call Center Evaluation, Call Center Management, Call Centers, Communication Skills, Computer Skills, Conferences, Continuous Improvement, Corporate Policies, Cross-Functional, Customer Escalations, Data Quality, Documentation, Drug Development, FDA (Food and Drug Administration), Frequently Asked Questions (FAQ), Healthcare, Internet Application, Interpersonal Skills, Leadership, Learning Management System (LMS), Legal, Medical Affairs, Medical Records, Metrics, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft PowerPoint, Microsoft Word, Performance Analysis, Performance Metrics, Pharmacovigilance, Pharmacy, Policy Implementation, Presentation/Verbal Skills, Problem Solving Skills, Procedure Implementation, Product Safety, Project/Program Management, Regulatory Compliance, Regulatory Requirements, Resume Search, Sales Training, Service Level Agreement (SLA), Status Reports, Strategic Planning, Team Player, Technical Support, Training/Teaching, Training/Teaching Materials, Willing to Travel, Writing Skills, Yahoo!, eLearning

LOCATION

Olympia, WA

POSTED

10 days ago

**Job Summary:** The Associate Director of Global Contact Center Services is responsible for providing strategic oversight for all contact centers across regions Globally and for direct management of the U.S. Contact Center. **Job Description:** + Collaborates effectively with all regions to achieve contact center organizational objectives which are aligned with corporate strategy and goals. + Provides strategic vision, leadership, and direction to regional contact center teams, ensuring documentation and processing alignment where possible. + Maintains current resource information for U.S. Contact Center use by ensuring the development of new, or update of existing resource information such as triaging guidance, email templates, frequently asked questions (FAQs) and new or updated product materials (i.e., product Package Insert), etc. + Provides training and instructional materials, guidance, and support to U.S. Contact Center Project Managers, team members, and internal stakeholders as needed. + Provides strategic direction to the U.S. Contact Center to ensure capturing of appropriate metrics and key performance indicators (KPIs) to ensure continuous improvement of contact center activities. + Serves as a business partner with various stakeholders including Quality, Pharmacovigilance, Medical Affairs, Commercial, Legal, Regulatory and Compliance to ensure alignment on provision of contact center activities as applicable. + Supervises U.S. Otsuka personnel as applicable (in-house and contracted) on the daily provision of U.S. Contact Center activities. + Develops, enhances, and/or implements policies, procedures, and processes for the U.S. Contact Center and collaborates with other Otsuka leaders and stakeholders by developing strong partnerships, leading change, and ensuring global and regional alignment. + Contributes to and leads interdepartmental projects, as needed. + Maintains a high level of knowledge pertaining to Otsuka products. + Contributes to budget discussions for the U.S. Contact Center. + Provides direction & support to the U.S. Contact Center vendor on all administrative contact center functions. Manages all U.S. Contact Center escalations and triages internally as needed. + Ensures vendor system access to the Otsuka electronic learning management systems (eLMS) training materials, and all other technical support setup functions. Ensure vendor training is current. + Acts as the Otsuka point of contact for internal and external stakeholders on case escalation and/or the coordination of all U.S. Contact Center projects, requests, performance issues, reports, and metrics. + Works directly with vendor to ensure U.S. Contact Center service level agreements (SLA's) are met according to budget, time, and scope. + Provides U.S. Contact Center project status reports to leadership on a regular basis. + Ensures quality review of U.S. Contact Center case documentation (and recorded calls as needed) to ensure response accuracy and that safety and product quality regulatory requirements are met and service quality and performance is maintained. + Manages all U.S. Contact Center vendor/internal stakeholder meetings to ensure transparency and as needed, resolution of reported issues. + Provides assistance and/or training to other U.S. Contact Center personnel and other stakeholders as needed (i.e. managers, consultants). Serve as an educational resource to both internal and external customers. Provide product and/or process training as needed + Attends team meetings and external contact center conferences to represent Otsuka as appropriate. + Recognize/identify and ensure appropriate forwarding of product quality and/or safety/adverse event information according to Food and Drug Administration (FDA) guidelines and company policies + As needed, handle the receipt, documentation, and response to written medical information requests from health care professionals and internal stakeholders + Perform quality review of Medical Information case documentation and recorded calls as needed to ensure response accuracy and that safety and product quality regulatory requirements are met and service quality and performance is maintained + As needed, ensure case correction and provide feedback and retraining to internal and external team members (including Contact Center management and staff) + Contribute to interdepartmental projects and supports the provision of medical, scientific and technical information regarding Otsuka products, as needed. **Skills and Experience Required:** + Pharmacist (PharmD, RPh) or life sciences degree + Minimum of 5 years of experience in pharmaceutical/biotech medical information and contact center activities + Excellent written, verbal, and interpersonal communication skills + Working knowledge of regulatory requirements surrounding medical information, pharmacovigilance (PV)/ adverse event (AE) and product quality complaint (PQC) case reporting + Ability to perform independently and efficiently in a fast pace, demanding environment + Must be proactive with a strong sense of urgency + Must have the ability to pivot and work with different cross-functional teams + Must have business acumen and strong analytic, strategic, and problem-solving skills + Excellent computer skills using MS Office suite (Word, Excel, PowerPoint) and experience using Outlook & Microsoft Teams + Important candidate qualities include: good work ethic, consistency, commitment, teamwork, collaboration, etc. + Annual travel up to 25% **Competencies** **Accountability for Results -** Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change. **Strategic Thinking & Problem Solving -** Make decisions considering the long-term impact to customers, patients, employees, and the business. **Patient & Customer Centricity -** Maintain an ongoing focus on the needs of our customers and/or key stakeholders. **Impactful Communication -** Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka. **Respectful Collaboration -** Seek and value others' perspectives and strive for diverse partnerships to enhance work toward common goals. **Empowered Development -** Play an active role in professional development as a business imperative. Minimum $169,222.00 - Maximum $253,000.00, plus incentive opportunity: The range shown represents a typical pay range or starting pay for individuals who are hired in the role to perform in the United States. Other elements may be used to determine actual pay such as the candidate's job experience, specific skills, and comparison to internal incumbents currently in role. Typically, actual pay will be positioned within the established range, rather than at its minimum or maximum. This information is provided to applicants in accordance with states and local laws. **Application Deadline** : This will be posted for a minimum of 5 business days. **Company benefits:** Comprehensive medical, dental, vision, prescription drug coverage, company provided basic life, accidental death & dismemberment, short-term and long-term disability insurance, tuition reimbursement, student loan assistance, a generous 401(k) match, flexible time off, paid holidays, and paid leave programs as well as other company provided benefits. Come discover more about Otsuka and our benefit offerings; https://www.otsuka-us.com/careers-join-otsuka . **Disclaimer:** This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation, if you are unable or limited in your ability to apply to this job opening as a result of your disability. You can request reasonable accommodations by contacting Accommodation Request (EEAccommodations@otsuka-us.com) . **Statement Regarding Job Recruiting Fraud Scams** At Otsuka we take security and protection of your personal information very seriously. Please be aware individuals may approach you and falsely present themselves as our employees or representatives. They may use this false pretense to try to gain access to your personal information or acquire money from you by offering fictitious employment opportunities purportedly on our behalf. Please understand, Otsuka will **never** ask for financial information of any kind or for payment of money during the job application process. We do not require any financial, credit card or bank account information and/or any payment of any kind to be considered for employment. We will also not offer you money to buy equipment, software, or for any other purpose during the job application process. If you are being asked to pay or offered money for equipment fees or some other application processing fee, even if claimed you will be reimbursed, this is not Otsuka. These claims are fraudulent and you are strongly advised to exercise caution when you receive such an offer of employment. Otsuka will also never ask you to download a third-party application in order to communicate about a legitimate job opportunity. Scammers may also send offers or claims from a fake email address or from Yahoo, Gmail, Hotmail, etc, and not from an official Otsuka email address. Please take extra caution while examining such an email address, as the scammers may misspell an official Otsuka email address and use a slightly modified version duplicating letters. To ensure that you are communicating about a legitimate job opportunity at Otsuka, please only deal directly with Otsuka through its official Otsuka Career website https://vhr-otsuka.wd1.myworkdayjobs.com/en-US/External . Otsuka will not be held liable or responsible for any claims, losses, damages or expenses resulting from job recruiting scams. If you suspect a position is fraudulent, please contact Otsuka's call center at: 800-363-5670. If you believe you are the victim of fraud resulting from a job recruiting scam, please contact the FBI through the Internet Crime Complaint Center at: https://www.ic3.gov , or your local authorities. Otsuka America Pharmaceutical Inc., Otsuka Pharmaceutical Development & Commercialization, Inc., and Otsuka Precision Health, Inc. ("Otsuka") does not accept unsolicited assistance from search firms for employment opportunities. All CVs/resumes submitted by search firms to any Otsuka employee directly or through Otsuka's application portal without a valid written search agreement in place for the position will be considered Otsuka's sole property. No fee will be paid if a candidate is hired by Otsuka as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

About the Company

Otsuka America Pharmaceutical Inc.

INDUSTRY

Other/Not Classified