Call Center Operations Specialist

Galderma is the emerging pure-play dermatology category leader present in approximately 90 countries. We deliver an innovative science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981 we have dedicated our focus and passion to the human bodys largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin we are in shapes our lives we are advancing dermatology for every skin story.

We look for people who focus on getting results embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all they must be passionate about doing something meaningful for consumers patients and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company we embrace diversity and respect the dignity privacy and personal rights of every employee.

At Galderma we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled direct impact.

Location: Remote (US-based only)

Position Summary:

The Call Center Operations Specialist plays a critical role in driving the success of Customer Care operations. This position is responsible for managing and executing customer response activities ensuring timely accurate and professional communication with external customers.

As the primary administrator of the Call Center database and related systems this role owns the maintenance performance and troubleshooting of key platforms including ensuring uninterrupted access to the AE/PQC/MIR reporting application for Galderma field teams. The Specialist proactively identifies and resolves system issues implements improvements and ensures data integrity across platforms.

This role also participates in departmental initiatives focused on quality assurance and training. Responsibilities include designing and delivering training programs monitoring case handling for compliance and quality and initiating corrective actions when necessary. The Specialist is accountable for continuously reviewing and refining operational processes to enhance efficiency uphold service standards and support team performance.

Key Responsibilities:

• Conduct Call Center Customer Care activities for all products which includes creating and maintaining standard approved customer responses and responding to external customer requests as needed in addition to other related activities.
• Act as Call Center database administrator responsible for maintaining all database content and application user licenses (mainly all Galderma field employees) training and support. Functions as key contact for all stakeholders and troubleshooting identified issues providing information needed for system health checks capacity and system updates.
• Collaborate with other departments and affiliates to support product related activities (e.g. product launches brand initiatives and programs etc).
• Monitor Customer Care cases (including data entry case documentation responses etc.) created by vendors for specific department activities providing timely feedback to remediate findings
• Participate in training applicable vendors and partners (e.g. Call Center vendors Sales Medical Quality Pharmacovigilance etc.) including developing training content (i.e. product processes templates etc.).
• Update department processes to reflect company policies/contracts strictly adhere to all applicable compliance guidelines and account for program trends/data indicating changes required to maximize operational efficiency

Qualifications:

• U.S.-based remote position. Candidates must be able to work standard business hours aligned with Eastern (EST) and Central (CST) time zones.
• Bachelors degree and minimum of three (3) years of relevant experience in a contact/call center or database administration preferred. Additional years of experience in lieu of a bachelors degree will be considered.
• Experience in the pharmaceutical/ biotechnology/medical devices industry highly preferred
• Experience with Medical Information systems preferred (e.g. IRMS Lifesphere Medical Affairs Veeva MedComms etc.)
• Business analysis or project management experience is a plus
• Good understanding of data management and interpretation
• Experience within a corporate setting and the ability to think strategically to model and guide compliant behavior to internal and external colleagues
• Experience with and ability to manage relationships with external suppliers required
• Proven training and presentation skills and ability to update training documentation required
• Demonstrated strong analytical and organizational skills
• Ability to manage multiple tasks simultaneously; continuously assess prioritization of work streams based on evolving business needs and achieve results within strict timelines
• Excellent written and verbal communication skills and ability to persuade with verbal and written communications involving multiple key client groups maintaining a high level of credibility professionalism and customer focus
• Ability to interface effectively with a variety of technical platforms
• Proficient in MS Word Excel and Outlook

What we offer in return

You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base. You will also have access to a range of company benefits including a competitive wage with shift differential annual bonus opportunities and career advancement and cross-training.

Next Steps

• If your profile is a match we will invite you for a first virtual conversation with the recruiter.
• The next step is a virtual conversation with the hiring manager
• The final step is a panel conversation with the extended team

Our people make a difference

At Galderma youll work with people who are like you. And people that are different. We value what every member of our team brings. Professionalism collaboration and a friendly supportive ethos are the perfect environment for people to thrive and excel in what they do.

Employers Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract and either you or the employer may terminate employment at any time for any addition reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.