Client Partnership Director at WIRB-Copernicus Group in Research Triangle Park, North Carolina

Job Description:

The Director, Client Care Center will execute the vision for the Client Care Center ensuring the call center team meets customer and organizational needs. The Director, Client Care Center plays a critical role bringing the Client Experience to life by managing a call center team with energy and enthusiasm to provide a superior customer experience and enduring relationships. This position is responsible for the day to day leadership of the Client Care team, coordinating the daily activities of assigned call center staff to ensure that quality and turn-around time (TAT) expectations are met while contributing to the company's overall mission to protect the rights and welfare of human subjects involved in research.
EDUCATION REQUIREMENTS:

• Bachelor's Degree or equivalent experience

QUALIFICATIONS/EXPERIENCE:

• 5+ years of management experience within a high-volume call center required


• Familiarity with Five9 call center software preferred


• Strong record of success in managing call center operations, as well as, remotely based agents


• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to a call center


• Prior supervisory experience and leading project management work is required.


• Demonstrated ability to prioritize issues, quickly identify the root cause, and take swift action to resolve service issues


• Excellent verbal/written communication skills needed


• Technology; with a good understand and use of customer relationship software systems, Microsoft applications, telephonic call center systems, and web-based video platform


• Strong interpersonal skills required such as a focus on problem solving, listening objectively and openly to others' ideas, and contributing to building a positive team spirit


• Ability to work independently; however, being a pro-active team player is required.


• Ability to proof-read and detect errors in typing, spelling, grammar, syntax and punctuation required.


• Demonstrated ability to learn new products and systems


• Comfortable working in a fast-paced professional environment

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Lead and direct Client Care activities from end to end


• Establish and monitor metrics, reporting performance to Client Care team and Client Experience leadership


• Ensures team is trained and supported as they interact with clients in a manner that positions WCG to be sought out as thought leader in services and solutions to business needs that drive client satisfaction


• Displays integrity and positive attitude when dealing with employees, management and clients


• Is transparent on information, and present findings to clients


• Ensures WCG is a valued and integral partner to achieve client goals resulting in revenue growth


• Develops a trusted advisor relationship with clients, such that all business activities are closely aligned with the client's business needs


• Oversees all operational activities, tasks and service to clients to ensure service is being met or exceeded within company standards


• Ability to learn and have advanced knowledge of IRIS (internal workflow system) and operational workflow and submission process


• Deals effectively with high volumes, deadlines and frequent changes; Review individual as well as group queues daily to prevent client delays


• Participates in large and small scale, short and long term special projects


• Consistently monitor and analyze processes, customer feedback/service-level issues, pain points, and system issues to determine future strategies to drive process improvement and efficiencies


• Works as a team across WCG to create and implement improved processes and policies to improve efficiency of the team and/or the organization


• Responsible for assigning work to staff; organizes and prioritizes workflow to meet deadlines and maximize efficiency of the team


• Directs and supervises activities of assigned staff, which include:


• Ensures goals and objectives are met or exceeded. Obtain desired results from team.


• Gathers, processes, analyzes, and provides team members with performance numbers throughout the year to include work rate, quality, and attendance


• Provides timely feedback to staff when performance or behavioral issues are discovered


• Implements performance action plans and handle personnel issues including discipline


• Ensures adequate initial and ongoing training necessary for employees to perform the functions of their job


• Ensures internal policies and procedures are followed by staff


• Reviews and approve payroll time sheets and leave/overtime requests


• Communicates information and implement new processes and procedures


• Stays abreast of applicable federal regulations governing IRB review of research by attending seminars, training sessions, professional meetings, and maintaining certifications


• Other duties as assigned. These may, on occasion, be unrelated to the position described here.


• Attendance and punctuality are essential functions of the position

ABOUT USFor over 50 years, WCG IRB has been at the forefront of protecting the rights and welfare of human subjects during all phases of clinical trials. Recognized as the gold standard of human subject protection, WCG is the trusted partner to over 1,000 institutions in the United States alone, ranging from small community hospitals and research sites to large academic medical centers and universities. Our unparalleled review ensures that human research studies withstand scrutiny around the world. Apply Now