Call Center Operations Manager

Antidote Technologies is a digital patient engagement company, operating in the clinical trial recruitment sector. Our mission is to enable faster medical innovation, by transforming how patients and researchers connect.

We are a small but growing organization (~40 people), with ambitious plans for 2021 and beyond.

As part of the Commercial Operations team, and reporting to our Vice President of Commercial Operations, the Manager of Call Center Operations will be responsible for managing and growing our Call Center Operations team focused on analytics, quality, training and workforce planning. The current call center is made up of 15 Patient Liaison Managers who are all remote, but we look to grow this to 50-100 agents as our company scales. You’ll need the ability to communicate effectively with senior executives and have a willingness to roll up your sleeves to get the job done.

If you have a strong management background, experience of scaling a call center and a passion for delivering operational excellence, then we want to hear from you!

Responsibilities

• Manage and grow a high-performing outbound Call Center / Patient Liaison Management (PLMs) team
• Ability to hire, onboard, train and schedule new remote-based PLMs
• Weekly staff planning and scheduling
• Experience developing and implementing contact center KPIs
• Experience identifying and evaluating new tools to assist the Call Center
• Perform both regular (weekly, monthly, quarterly) and ad hoc reporting around key business metrics that pertain to Patient Support
• Report on Patient Support KPIs and drive insights for senior leadership
• Own strategic quality assurance and performance management initiatives
• Develop, implement, and manage a workforce planning strategy and roadmap
• Identify and streamline ways for Patient Support to work more effectively, keeping security and customer satisfaction top of mind
• Work closely with the Vice President of Commercial Operations, Sr. Patient Liaison Manager, and Sr. Operations Manager on strategies, tactics, and initiatives to increase operational efficiency
• Work cross functionally with departments including Engineering, Product, Finance, Marketing and Human Resources
• Work to set objectives, motivate, and incentivize call center staff for excellence in customer service, efficiency, with a keen eye for KPI success

Requirements

What You Need To Succeed

• An obsession for delighting patients and a passion for serving independent workers
• Ability to think globally and provide solutions and growth ideas as Antidote continues to grow
• Collaborative team player comfortable with fast-paced environment and rapidly changing priorities
• Ability to manage multiple campaigns and prioritize tasks efficiently and effectively
• Experience dealing with diverse backgrounds and understanding how to motivate and engage them
• Resilience and flexibility to learn and grow when things don’t go according to plan

Qualifications

• Bachelor’s Degree or equivalent work experience
• 7+ years experience in a call center environment with increasing responsibility
• Must have experience working with Zendesk and Zendesk Explore reporting
• Strong analytical skills
• Experience building out and implementing operational strategies
• Experience managing a remote team
• Demonstrated ability to monitor and evaluate quality and performance management
• Experience with workforce planning
• Experience managing and coaching managers
• Excellent written and verbal communication skills
• A passion and interest in joining a fast-paced and hands-on environment
• Individuals with demonstrated success in managing multiple priorities across a diverse clients or campaigns will be given priority
• Curiosity, ability to recognize what you don’t know, willingness to ask for help and learn new things, and a genuine concern for others
• Antidote believes that true diversity makes our team stronger. Those from diverse backgrounds are especially encouraged to apply
• Compassion and patience when helping to train others

Location

• This role is currently fully remote. The ability to work flexibly on multiple time zones across the US and Europe will be given preference.

Benefits

• 401(k) and 401(k) match
• Health insurance subsidy
• Monthly wellbeing subsidy
• Remote working stipend and home setup allowance
• Generous Stock options
• 22 days holiday plus Federal Days off
• Your birthday off
• Discretionary performance related bonus
• Salary range: $65,000-80,000 USD per year

Equal Opportunity

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Antidote are made up of an incredible range of talented people. Antidote is proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.