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Medical Contact Center Oversight and Strategy Lead
Location
California
Posted
6 hours ago
Salary
$96 / hour
Seniority
Senior
Job Description
Medical Contact Center Oversight and Strategy Lead
DAWAR CONSULTING INC
• Oversee day-to-day operations and governance of the US Medical Contact Center vendor. • Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements. • Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness. • Manage budgets, forecasting, resource planning, SOWs, and operational governance. • Partner with internal stakeholders to align contact center strategy with evolving business needs. • Lead digital transformation initiatives, including AI, automation, CRM optimization, and multi-channel engagement. • Analyze operational metrics and implement strategies to enhance customer experience and operational efficiency.
Job Requirements
- Bachelor's degree in Business, Life Sciences, Healthcare, or a related field (Master's/MBA preferred).
- Proven experience managing or overseeing a Medical Contact Center within the pharmaceutical industry.
- Strong vendor management, stakeholder engagement, and operational leadership experience.
- Knowledge of GCP, GVP, pharmacovigilance, and regulatory compliance.
- Experience with CRM platforms, performance analytics, budgeting, and service governance.
- Excellent communication, project management, and continuous improvement skills.
Benefits
- Medical
- Dental
- Vision
- Paid Sick leave
- 401K
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