Job Description

The Associate Director of Global Contact Center Services is responsible for providing strategic oversight for all contact centers across regions Globally and for direct management of the U.S. Contact Center.

• Collaborates effectively with all regions to achieve contact center organizational objectives which are aligned with corporate strategy and goals.

• Provides strategic vision, leadership, and direction to regional contact center teams, ensuring documentation and processing alignment where possible.

• Maintains current resource information for U.S. Contact Center use by ensuring the development of new, or update of existing resource information such as triaging guidance, email templates, frequently asked questions (FAQs) and new or updated product materials (i.e., product Package Insert), etc.

• Provides training and instructional materials, guidance, and support to U.S. Contact Center Project Managers, team members, and internal stakeholders as needed.

• Provides strategic direction to the U.S. Contact Center to ensure capturing of appropriate metrics and key performance indicators (KPIs) to ensure continuous improvement of contact center activities.

• Serves as a business partner with various stakeholders including Quality, Pharmacovigilance, Medical Affairs, Commercial, Legal, Regulatory and Compliance to ensure alignment on provision of contact center activities as applicable.

• Supervises U.S. Otsuka personnel as applicable (in-house and contracted) on the daily provision of U.S. Contact Center activities.

• Develops, enhances, and/or implements policies, procedures, and processes for the U.S. Contact Center and collaborates with other Otsuka leaders and stakeholders by developing strong partnerships, leading change, and ensuring global and regional alignment.

• Contributes to and leads interdepartmental projects, as needed.

• Maintains a high level of knowledge pertaining to Otsuka products.

• Contributes to budget discussions for the U.S. Contact Center.

• Provides direction & support to the U.S. Contact Center vendor on all administrative contact center functions. Manages all U.S. Contact Center escalations and triages internally as needed.

• Ensures vendor system access to the Otsuka electronic learning management systems (eLMS) training materials, and all other technical support setup functions. Ensure vendor training is current.

• Acts as the Otsuka point of contact for internal and external stakeholders on case escalation and/or the coordination of all U.S. Contact Center projects, requests, performance issues, reports, and metrics.

• Works directly with vendor to ensure U.S. Contact Center service level agreements (SLA’s) are met according to budget, time, and scope.

• Provides U.S. Contact Center project status reports to leadership on a regular basis.

• Ensures quality review of U.S. Contact Center case documentation (and recorded calls as needed) to ensure response accuracy and that safety and product quality regulatory requirements are met and service quality and performance is maintained.

• Manages all U.S. Contact Center vendor/internal stakeholder meetings to ensure transparency and as needed, resolution of reported issues.

• Provides assistance and/or training to other U.S. Contact Center personnel and other stakeholders as needed (i.e. managers, consultants). Serve as an educational resource to both internal and external customers. Provide product and/or process training as needed

• Attends team meetings and external contact center conferences to represent Otsuka as appropriate.

• Recognize/identify and ensure appropriate forwarding of product quality and/or safety/adverse event information according to Food and Drug Administration (FDA) guidelines and company policies

• As needed, handle the receipt, documentation, and response to written medical information requests from health care professionals and internal stakeholders

• Perform quality review of Medical Information case documentation and recorded calls as needed to ensure response accuracy and that safety and product quality regulatory requirements are met and service quality and performance is maintained

• As needed, ensure case correction and provide feedback and retraining to internal and external team members (including Contact Center management and staff)

• Contribute to interdepartmental projects and supports the provision of medical, scientific and technical information regarding Otsuka products, as needed.

Skills and Experience Required:

• Pharmacist (PharmD, RPh) or life sciences degree

• Minimum of 5 years of experience in pharmaceutical/biotech medical information and contact center activities

• Excellent written, verbal, and interpersonal communication skills

• Working knowledge of regulatory requirements surrounding medical information, pharmacovigilance (PV)/ adverse event (AE) and product quality complaint (PQC) case reporting

• Ability to perform independently and efficiently in a fast pace, demanding environment

• Must be proactive with a strong sense of urgency

• Must have the ability to pivot and work with different cross-functional teams

• Must have business acumen and strong analytic, strategic, and problem-solving skills

• Excellent computer skills using MS Office suite (Word, Excel, PowerPoint) and experience using Outlook & Microsoft Teams

• Important candidate qualities include: good work ethic, consistency, commitment, teamwork, collaboration, etc.

• Annual travel up to 25%

Competencies
Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
Empowered Development - Play an active role in professional development as a business imperative.

Minimum $169,222.00 - Maximum $253,000.00, plus incentive opportunity: The range shown represents a typical pay range or starting pay for individuals who are hired in the role to perform in the United States. Other elements may be used to determine actual pay such as the candidate’s job experience, specific skills, and comparison to internal incumbents currently in role. Typically, actual pay will be positioned within the established range, rather than at its minimum or maximum. This information is provided to applicants in accordance with states and local laws.

Company benefits: Comprehensive medical, dental, vision, prescription drug coverage, company provided basic life, accidental death & dismemberment, short-term and long-term disability insurance, tuition reimbursement, student loan assistance, a generous 401(k) match, flexible time off, paid holidays, and paid leave programs as well as other company provided benefits.

Come discover more about Otsuka and our benefit offerings; https://www.otsuka-us.com/careers-join-otsuka

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