Director, Workforce Management, Customer Experience & Quality

Company Description

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.  

Job Description

We are seeking a Director level professional, capable of carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. The ideal fit will have proven leadership building and scaling Workforce Management, Quality Management, and Operations Training functions within a multi-site, multi-channel operations environment. In this role, you will be interviewing, hiring, and training associates; planning, assigning, and directing work; appraising performance; and other associate issues as they may arise.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
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 the organization's subject matter expert on the NICE contact center and workforce management platform (NICE CXone, NICE WFM), directing configuration, administration, and ongoing optimization to support forecasting, scheduling, and real-time management.
• 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.
• Establish and govern real-time management practices, ensuring workforce optimization adjustments are made based on volume, activity, and service level performance across all channels.
• Oversee the development and administration of quality monitoring programs, scorecards, calibration sessions, and quality-related coaching to ensure consistent, high-quality service delivery.
• Direct the design and delivery of new-hire and ongoing training curricula for operations staff, ensuring programs align with evolving business needs and quality standards.
• Analyze workforce, quality, and training trends across sites and channels; proactively communicate findings to senior leadership and implement corrective action plans as needed.
• Develop and present executive-level reporting and dashboards covering workforce, quality, and training performance metrics for internal and external (client) stakeholders.
• Identify and implement process improvements, best practices, and standardized policies for the Workforce Management, Quality, and Training functions across all sites.
• Lead, mentor, and develop a team of individual contributors across Workforce Management, Quality, and Training, fostering a culture of accountability, collaboration, and continuous improvement.
• Partner cross-functionally with HR, IT, and Operations leadership on the tools, technology, and systems supporting workforce management, quality, and training (e.g., WFM platforms, quality monitoring systems, learning management systems).
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Responsible for and oversee their respective departments.
• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.

EXPECTATIONS OF THE JOB:

• Travel (Up to 15%, for site visits, client meetings, and team on-sites)
• Hours (40 hours a week, Monday - Friday)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education: Bachelor’s degree in business, operations management, or related field required; Master’s degree preferred, or equivalent experience 
• Experience and/or Training: Minimum 8+ years of progressive experience in workforce management, with direct leadership experience across Workforce Management, Quality, and/or Training functions within a multi-site, multi-channel operations environment; prior experience in a BPO, outsourced services, or other B2B operations organization strongly preferred; demonstrated experience building staffing models for both call center/phone and non-phone/back-office functions; prior experience managing managers
• Technology/Equipment: Background with NICE contact center, workforce management platforms and quality monitoring systems.

PREFERRED QUALIFICATIONS:

• Expert in Microsoft Excel, proficient in other Microsoft Office applications. 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
• Experience designing and overseeing training curricula, onboarding programs, and ongoing skills development for operations staff
• Demonstrated ability to lead through other managers (leading leaders), building high-performing teams across Workforce Management, Quality, and Training disciplines.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Remote/Home Office: While performing the essential functions of this job in a remote/home office setting, the employee is frequently required to sit for long periods of time (up to 90% of the shift), talk and hear, and use a computer keyboard and monitor; occasionally required to lift and/or move up to 25 pounds. The employee must maintain a reliable, distraction-free home office environment with sufficient internet connectivity to support video calls and business systems. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

Additional Information

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.

Take Action I am empowered and hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

EVERSANA is committed to providing competitive salaries and benefits for all employees. If this job posting includes a base salary range, it represents the low and high end of the salary range for this position and is not applicable to locations outside of the U.S.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). This role is eligible for hire in select U.S. locations based on business and operational considerations. For a full list of locations, visit eversana.com/careers. More information about EVERSANA’s benefits package can be found at eversana.com/careers. EVERSANA reserves the right to modify this base salary range and benefits at any time. 

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at applicantsupport@eversana.com.

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