Director, Workforce Management, Customer Experience & Quality

Technology/Equipment

Prior experience in a healthcare, life sciences, or pharma services environment a plus.

Advanced knowledge of forecasting, scheduling, and statistical modeling techniques across multiple channels and skill types

Strong understanding of quality monitoring frameworks, quality scorecards, and calibration processes

OUR CULTURAL BELIEFS

Patient Minded

I act with the patient’s best interest in mind.

Client Delight

I own every client experience and its impact on results.

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This role requires extensive experience designing and implementing staffing models, forecasting methodologies, and capacity plans for both call center (phone) and non-phone/back-office operations functions, as well as prior experience in a BPO, outsourced services, or other B2B operations environment are highly preferred.

Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

Lead and oversee the Workforce Management, Quality Management, and Operations Training functions, providing strategic direction and functional leadership to contributors within each discipline.

Design, build, and continuously refine staffing models, forecasts, and capacity plans for both call center/phone operations and non-phone/back-office operations functions to ensure appropriate coverage across all lines of business.

Serve as a key stakeholder leader in the organization's relationship with NICE as a strategic platform vendor, partnering with Operations and IT to guide system upgrades, integrations, and rollout of new features that scale the platform to meet the needs of a multi-site, multi-channel operation.

Partner with Operations and Client Services leadership to develop long-range workforce plans that support new business implementations, client growth, and RFP responses.

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.