This position is responsible for providing coordination and support across the Trade Operations team to advance projects, improve operational efficiency, and ensure high quality customer service. Responsibilities will have a heavy emphasis on Telecommunications support including but not limited to Work Force Management, telecom issue resolution for 3 Customer Service sites including Vaccines Inside Sales, IVR (interactive voice response) maintenance and change implementation, project management, reporting and analysis, continuous improvement efforts, reporting and analytics. This position supports the strategy of the department and works with the management team, commercial business units and technology support teams. This position generally does not have direct reports, but strong team-based leadership skills are required.
Oversees the call center telephony suite from a business perspective. Including the following: IVR design, build and maintenance, Work Force Management scheduling and forecasting, telecommunications and quality monitoring program, speech analytics, call routing, as well as call reporting and statistics/metric telecom reporting. As the business lead and first line of end user support this position will partner with Customer Service Site leads, Business Technology, Telecom department/Help Desk to resolve issues and support new initiatives for three customer service sites and Vaccines Inside Sales team.
Championing continuous improvement efforts. Works to achieve optimized processes and operations as demonstrated by analysis. Identify areas which may result in cost reductions, increase quality, and improve customer loyalty. Assist the management team in the support and implementation of these improvements and be an agent to help drive change in the departmen.
Support Business Continuity, which includes establishing overall disaster recovery and inclement weather strategy, coordinate the setup of mobile agents at home/alternative sites, plan and provide equipment, training, and direction to mobile agents.
Support business processes and objectives around managing new product introductions as well as product supply disruptions.
Lead testing develop support documentation and conduct training/demonstration sessions for new technology implementations including but not limited to telephony and knowledge management system enhancements.
Design and develop communications and scripting for internal Customer Service personnel. Partner with other teams to understand business needs, gather accurate information, and determine appropriate communication requirements, audience, and method. Collaborate with business owners and other functions when necessary to develop survey tools for internal and external customers. Coordinate or conduct survey deployment, analyze results, and present findings to key stakeholders. Build presentations for knowledge sharing sessions with other functions.
Perform operational support for Customer Service. Create reporting to monitor the effectiveness of the organization by determining operational metrics and reporting for service performance. Perform strategic operation analysis, identifying performance trends, scanning business/industry trends, reviewing sales/return analysis and interpreting data. Identify, distinguish and analyze multiple business components of a problem and then make conclusions using high level quantitative skills. Share information with key stakeholders on an ongoing basis. Provide consult with supervisors and managers to determine ways to measure performance as a department overall and for Customer Service associates
Bachelor’s Degree Required.
3+ years of customer service telephony expertise with experience in IVR design, build and maintenance. Work Force Management expertise with experience in scheduling and forecasting. quality monitoring, and Speech analytics from a business perspective. Experience in call center staffing.
Strong analytical, project management, critical thinking, and excellent communications skills.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Other Job Details:
Relocation assistance may be available based on business needs and/or eligibility.
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Pfizer is a leading research-based biopharmaceutical company. We apply science and our global resources to deliver innovative therapies that extend and significantly improve lives. We make medicines and vaccines that help people when they are sick and prevent them from getting sick in the first place. Every day, our colleagues work in developed and emerging markets to ...