Call Center Operations Specialist

The Call Center Operations Specialist plays a critical role in driving the success of Customer Care operations. This position is responsible for managing and executing customer response activities, ensuring timely, accurate, and professional communication with external customers. As the primary administrator of the Call Center database and related systems, this role owns the maintenance, performance, and troubleshooting of key platforms, including ensuring uninterrupted access to the AE/PQC/MIR reporting application for Galderma field teams. The Specialist proactively identifies and resolves system issues, implements improvements, and ensures data integrity across platforms. This role also participates in departmental initiatives focused on quality assurance and training. Responsibilities include designing and delivering training programs, monitoring case handling for compliance and quality, and initiating corrective actions when necessary. The Specialist is accountable for continuously reviewing and refining operational processes to enhance efficiency, uphold service standards, and support team performance.