Director, Customer Support and Call Center Operations

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Biologics by McKesson Mission

At Biologics by McKesson, our mission is to simplify access to medication and deliver personalized care that helps patients achieve the best-possible outcomes — one patient, one partner, one therapy at time.

The Contact Center Director will be responsible for overseeing the daily operations of our contact center, managing a team of customer service representatives, and implementing strategies to enhance customer satisfaction and operational efficiency. The ideal candidate will possess strong leadership skills, a patient-centric mindset, and a proven track record in contact center management.

Key Responsibilities

Team Leadership

Lead, mentor, and motivate a team of contact center agents to achieve performance goals and maintain high levels of customer satisfaction. Conduct regular performance reviews and provide constructive feedback and development plans for team members. Foster a positive work environment that encourages teamwork, open communication, and continuous improvement.

Operational Oversight

Manage day-to-day operations of the contact center, ensuring efficient and effective service delivery for both inbound and outbound calls. Develop and implement operational policies, procedures, and standards to optimize contact center performance. Monitor call center metrics and KPIs, such as call volume, response times, and customer satisfaction scores.

Operational Quality

Instill a culture of going above and beyond to exceed the patient, provider, and client expectations. Regularly evaluate systems, tools, and work instructions to ensure they are up to date and team members have been appropriately trained. Assess and address team performance against internal standard operating policies and procedures. Responsible for staff compliance to Federal and State regulatory requirements.

Customer Experience

Ensure that all customer interactions are handled professionally and in accordance with company standards. Analyze customer feedback and trends to identify areas for improvement and implement solutions to enhance the customer experience. Collaborate with other departments to address customer issues and improve service delivery.

Strategic Planning

Develop and execute strategies to enhance contact center efficiency and effectiveness. Identify and implement new technologies and tools to improve contact center operations. Prepare and manage budgets, forecasts, and resource allocations for the contact center.

Training & Development

Oversee the training and development of contact center staff, ensuring they have the necessary skills and knowledge to perform their roles effectively. Work in collaboration with the training department to ensure the team is updated on new products, services, and policies.

Minimum Requirement

Degree or equivalent experience. Typically requires 12+ years of professional experience and 4+ years of management experience.

Education

Bachelor’s Degree or equivalent experience.

Critical Skills

• 4+ years’ experience as a people leader within a specialty pharmacy, healthcare, or contact center environment as well as 12+ years’ experience within specialty pharmacy, or other relevant healthcare or pharmaceutical industry services.
• Previous experience effectively coaching and managing a team responsible for specialty prescription refill coordination and/or contact center operations including proven record of motivating a team to perform above expectations.

• Strong understanding of specialty prescription refill workflow process and/or contact center operations, technology, and best practices.

• Experience in the specialty healthcare or pharmaceutical segment with understanding of healthcare continuum and relationship between manufacturers, patients, providers, and payers.

• Exceptional written and verbal communication skills, along with collaboration skills and ability to influence others; ability to build credible relationships across multi-business units, management teams, executive teams, business partners, current and prospective clients.

• Excellent grammar and vocabulary skills including the ability to compose complex proposal as well as edit content to ensure it is representative of the end customer's needs.

• Proven track record of analyzing operational data, formulating, and executing on action plans related to data insights.

• Proficiency in Microsoft Office Suite, including Word, Excel, and PowerPoint

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