Director, Workforce Management, Customer Experience – Quality

🕒 July 25

🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $105k - $120k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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EVERSANA

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

⚕️ Healthcare Insurance

Consulting • Healthcare • Healthcare Insurance

EVERSANA is a comprehensive service provider focused on integrated commercial solutions for the life sciences industry. The company offers a wide range of services including advisory and management consulting, regulatory consulting, patient services, market access strategies, pricing and revenue management, medical affairs, and digital transformation. EVERSANA is known for its expertise in drug commercialization, enabling companies to effectively launch and manage pharmaceutical products. With a platform powered by data and analytics, EVERSANA addresses challenges related to drug pricing, market access, patient adherence, and product delivery, helping companies optimize their commercial strategies and enhance patient outcomes. The company emphasizes innovation and has been recognized for its use of AI and data analytics within the life sciences sector.

📋 Description

• Lead and oversee the Workforce Management, Quality Management, and Operations Training functions • Design, build, and continuously refine staffing models, forecasts, and capacity plans • Serve as the organization's subject matter expert on the NICE contact center and workforce management platform • Partner with Operations and Client Services leadership to develop long-range workforce plans • Establish and govern real-time management practices across all channels • Oversee the development and administration of quality monitoring programs • Direct the design and delivery of new-hire and ongoing training curricula for operations staff • Analyze workforce, quality, and training trends across sites • Develop and present executive-level reporting and dashboards covering workforce metrics • Identify and implement process improvements for the Workforce Management, Quality, and Training functions

🎯 Requirements

• Bachelor’s degree in business, operations management, or related field required; Master’s degree preferred • Minimum 8+ years of progressive experience in workforce management • Experience building staffing models for both call center/phone and non-phone/back-office functions • Background with NICE contact center, workforce management platforms and quality monitoring systems • Expert in Microsoft Excel, proficient in other Microsoft Office applications • Must be fluent in English and Spanish.

🏖️ Benefits

• Health insurance • 401(k) • Competitive salary • Paid time off • Flexible work arrangements • Professional development