Director, Contact Center Operations

Responsibilities:

• Build and run a sales‑first operating rhythm (planning, cadences, coaching) that consistently beats revenue, NRx/TRx , and new prescriber targets.
• Manage multi‑site, multi‑channel operations (phone, SMS, chat/video) with on‑/off‑shore teams; balance coverage, utilization, and quality to maximize program goals.
• Deliver client/and Caretria management ready insights on pipeline, sample requests, Rx momentum, capacity, and ROI; run weekly/monthly business reviews with clear corrective Actions.

Preferred Qualifications:

• Experience with Veeva, Adobe Connect, FB Messenger, Chat integration and/or SMS
• Experience with clinical detailing at scale (scripts, IVAs, objection handling) and integration of CME/webinars and samples/literature into the sales cycle
• Prior success aligning Field Sales and Inside Sales

Knowledge, Skills & Abilities:

• Clinically credible communicator who can coach reps to quality and influence cross‑functional partners.
• Proven knowledge of managing contact center operations and technology (NICE CXone, Genesys, 100ms), intelligent IVR, sentiment analysis, SMS/chat, dialer, WFM/QA
• Strong interpersonal skills, and demonstrated ability to lead, manage, develop, and motivate a large contact center team