IQVIA™ is the leading human data science company focused on helping healthcare clients find unparalleled insights and better solutions for patients. Formed through the merger of IMS Health and Quintiles, IQVIA offers a broad range of solutions that harness the power of healthcare data, domain expertise, transformative technology, and advanced analytics to drive healthcare forward.
We are excited to announce that at this time we are looking for a Project Manager, Tele-Experience to join our team of over 10,000 global field personnel supporting our pharmaceutical and biotech clients.
The Project Manager, Tele-Experience is responsible for:
- Ensuring that telephony users have appropriate resources and operational support required to deliver on both patient and client expectations
- Developing strong working relationships with the business and technology teams to ensure overall program success.
Responsibilities
Responsible for implementing and maintaining the effectiveness of the program by:
- Work with cross-functional teams and contribute to process improvements to enhance quality and execution of initiatives.
- Monitor system and other metrics deemed necessary to optimize the call handling process.
- Provide project management support for development and enhancements of contact center platform, including integration with SFDC, building APIs and/or Computer Telephony Integration (CTI).
- Communicate with management daily to define, monitor and implement strategies and initiatives.
- Generate and configure reports for end users.
- Respond to user reported issues via existing escalations process; troubleshoot with Ambassadors and Managers experiencing problems or inefficiencies.
- Analyze problems and work with SMEs to document appropriate solutions or technical requirements.
- Carry out other daily tasks associated with ensuring the programs ongoing success with use and effective application of the Contact Center platform.
Job Requirements
Qualifications:
- Bachelor’s degree or equivalent in a technical field.
- Professional administration experience with VCC or CCaaS based platforms required.
- Knowledge of Five9 software and functionality preferred.
- Knowledge of Contact Center operations preferred.
- 3-5 years relevant experience.
- Detail-oriented, analytical and self-motivated with strong written and verbal communication skills.
- Innovative, multi-faceted and comfortable with complex concepts and ideas.
- Ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs.
- Effective team player with ability to complete tasks and projects while monitoring various aspects of operations.
IQVIA offers a friendly, progressive work atmosphere and a comprehensive benefits package including medical, dental, life insurance and vision coverage, tuition assistance, bonus plan and 401(k).
EEO Minorities/Females/Protected Veterans/ Disabled
Join Us
Making a positive impact on human health takes insight, curiosity, and intellectual courage. It takes brave minds, pushing the boundaries to transform healthcare. Regardless of your role, you will have the opportunity to play an important part in helping our clients drive healthcare forward and ultimately improve outcomes for patients.
Forge a career with greater purpose, make an impact, and never stop learning.
IQVIA is an EEO Employer – Minorities/Females/Protected Veterans/Disabled
IQVIA, Inc. provides reasonable accommodations for applicants with disabilities. Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.
Job ID: R1110205
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