For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners’ most high-profile drug and device programs.
Essential Functions:
Developing and implement the strategy for managing teams in target with ProPharma goals and objectives.
Oversee the overall function of the Medical Information call handling teams in alignment with global Standard Operating Procedures (SOPs), regional SOPs and other work processes.
Assist with setting realistic budget and managing the teams to meet the budget and client expectations.
Work with Operations Managers to oversee staff scheduling, resource planning, and monitoring of team staffing levels and metrics. This includes liaising with Business Development and Client Services to be prepared for all new business.
Work closely with MI Leads and Client Services to provide assistance with key deliverables and activities in support of clients.
Participate in client and regulatory audits with Quality and Client Services as required.
Ensure Quality Assurance programs are performed, and targets are met. Participate in Quality Committee and monitor for continuous improvements.
Assist with the development and maintenance of Standard Operating Procedures, Working Practices, and other related documents.
May be responsible for Program Managers who manage a particular client and their dedicated team. This could therefore involve contact with the client themselves, and ability to drive this business further.
Other duties as assigned e.g.; critical projects essential to the MI function.
Necessary Skills and Abilities:
Strong verbal and written communication skills.
Ability to work in a matrix environment, across multiple teams.
Organizational and project management skills with the ability to manage many complex projects simultaneously.
Experience of working within a call center environment and/or medical information experience, including proficiency in call center technology to manage operations efficiently and effectively.
Possess a service-oriented approach. Flexible and proactive towards changing clients’ needs.
Excellent questioning and listening skills.
Analytical expertise in understanding complex issues and their consequences.
Entrepreneurial spirit.
Educational Requirements:
Bachelor’s degree or higher.
Experience Requirements:
Required: A minimum of 5 or more years with contact center experience
Required: A minimum of 3 or more years with leadership level positions in contact center (could be Manager, Director, Vice President, or similar)
Preferred: Prior experience in Medical/Drug Information, Pharmacovigilance, and/or Product Complaints within the pharmaceutical industry.
Preferred: Prior experience in contact center in highly regulated industry
We celebrate our differences and strive to create a workplace where each person can be their authentic self. We are committed to diversity, equity, and inclusion. Employees are encouraged to unleash their innovative, collaborative, and entrepreneurial spirits. With a holistic approach as an Equal Opportunity Employer, we provide a safe space where all employees feel empowered to succeed.
All applications to roles at ProPharma are personally reviewed by a member of our recruitment team. We do not rely on AI screening tools to support our hiring process. You will always receive an outcome to your application so that you have an answer from us - whether you're successful or not.
Whilst ProPharma supports remote working, we also recognise the value that comes from in person collaboration. As such, we encourage any new hires that are based within a reasonably short commute of one of our offices to work on a hybrid basis and spend some time working from that office location, as agreed with your manager. All applications will be treated on their own merit and candidates will not be at any advantage or disadvantage based on their proximity to an office.
***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***