Bristol Myers Squibb Manager, Contact Center Hub in Princeton, New Jersey
Worldwide Multi-Channel Capabilities (MCCH), Contact Center
The Contact Center Hub strategy is to leverage traditional and next-generation multi-channel capabilities to support business and customer needs while optimizing and standardizing customer experience, define channel level strategies, and manage day-to-day operations.
Purpose/Objective of the job
Business Owner for assigned brand(s)
Provide channel functional expertise
Channel strategy and performance of assigned program(s)
Key Responsibilities and Major Duties
Develop relationships across all levels of organization and be subject matter expert for contact center strategy, capabilities, and operations
Design and continuous improvement management of leading inbound /outbound support and sales programs; ensure vendor performance and SLAs are on or above target
Drive contact center strategy across BMS Matrix team (i.e. Multi-channel Hubs, MLR (Medical, Legal, Regulatory) Teams, Brand Teams, and strategic partners).
Detail new capabilities to brand marketing team, evaluate prospective business impact and drive strategic adoption
Manage ongoing operations of both traditional and emerging contact center channels (Phone, IVR, Remote Engagement, SMS, Live Chat, Email, etc.)
Ongoing evaluation of qualitative and quantitative data to be able to identify opportunities, communicate the customer journey, and drive impacts for the business and customers
Lead business and program performance reviews for matrix teams
Responsible for securing and managing program budgets
Champion all contact center materials that require MLR review
Have or quickly develop proficiency in 2253/OPDP FDA guidelines for promotional branded and unbranded content management.
Provides input into agency and/or vendor selection and management agencies / vendors (as appropriate)
Proven track record of collaborating with other teams and delivering results on budget / on schedule/on strategy
Collaborates across BMS Matrix team (i.e. Multi-Channel Hub, Information Technology, PReP (legal, medical, marketing and Regulatory), and Business Units) on key activities like planning, prioritizing, and implementation for all programs.
4 year bachelor’s degree required
Candidate should possess 5+ years focusing on strategy and execution of multi-channel contact center programs
Proficiency at demonstrating the Core BMS Behaviors
Ability to think strategically while driving program execution
Demonstrated follow-through, problem solving and communication skills
Marketing project management experience to deliver on-time and on-budget performance
Pharmaceutical/health care/managed care industry contact center experience a plus
Self-starter with strong project and program management skills
Experience working within a team environment structure to support internal and external clients
Demonstrated history of effectively multi-tasking against competing timelines and resources. Need to proactively negotiate for and prioritize vendor resources.
Understanding of marketing technology as it relates to multi-channel marketing, preferably with an emphasis on CRM, and contact center (Live Operator, IVR, Chat and SMS) and digital channels
Effective verbal and written communication and listening skills
Strong visual and verbal presentation skills
Ability to establish relationships with brand teams while maintaining contact center hub integrity
Proficient with leading discussions and team meetings to problem solve and correct root cause incidents that impact customer experience, operations expense, project delivery.
Microsoft Suite including Project and Visio
Bristol-Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.