Operational Manager

 

 

• Strong technical knowledge of pharmaceutical formulation development and optimization.

• In-depth understanding of pre-formulation studies, excipient selection, dissolution testing, stability assessment, and dosage-form design.

• Familiarity with GMP standards, ICH guidelines, relevant pharmacopeial standards, and applicable regulatory requirements.

• Excellent analytical thinking, scientific judgment, troubleshooting, and problem-solving abilities.

 

 

Contact Center Operations

• Manage daily inbound and outbound contact center operations to ensure efficient and consistent service delivery.

• Ensure compliance with SLAs, SOPs, and operational policies.

• Monitor call volumes, agent availability, queue performance, abandonment rates, and service levels.

• Oversee workforce planning, shift scheduling, resource allocation, and capacity management.

• Maintain uninterrupted operations and implement contingency measures during peak periods or disruptions.

Team Leadership & Performance Management

• Lead and supervise Team Leaders, Supervisors, and Call Center Agents.

• Set operational targets and drive achievement of individual, team, and departmental KPIs.

• Conduct performance reviews, coaching sessions, and feedback discussions.

• Identify training needs and implement initiatives to improve productivity and service quality.

• Foster employee engagement, accountability, discipline, and a customer-focused work culture.

Quality Assurance & Customer Experience

• Ensure professional, accurate, and customer-oriented service across all channels.

• Monitor QA scores, customer feedback, complaints, and satisfaction metrics.

• Review call recordings and quality reports to identify service gaps and improvement opportunities.

• Implement corrective and preventive actions to address recurring issues.

• Ensure critical and sensitive customer complaints are escalated and resolved promptly.

Performance Monitoring & Reporting

• Track and analyze key operational metrics, including:

  • Service Level and Answer Rate

  • Average Speed of Answer (ASA)

  • Average Handling Time (AHT)

  • First Call Resolution (FCR)

  • Customer Satisfaction (CSAT)

  • Quality Assurance (QA) Score

  • Call Abandonment Rate

  • Agent Productivity and Schedule Adherence

• Prepare and present daily, weekly, and monthly performance reports for management and clients.

• Analyze operational trends, identify performance gaps, and develop data-driven improvement plans.

• Ensure all operational reports are accurate, consistent, and submitted on time.

Client & Stakeholder Management

• Act as a key operational contact for clients and relevant stakeholders.

• Conduct regular operational review meetings and present performance updates, challenges, and action plans.

• Manage client escalations and ensure timely communication and resolution.

• Coordinate with IT, HR, Quality Assurance, Training, Workforce Management, and other departments.

• Ensure compliance with client requirements and contractual service commitments.

Process Improvement & Technology

• Identify opportunities to streamline workflows, reduce operational costs, and enhance agent productivity.

• Implement process improvements to strengthen customer experience and operational efficiency.

• Support the adoption of CRM systems, contact center technologies, automation, and AI-enabled customer service solutions.

Risk Management & Compliance

• Establish risk mitigation, business continuity, and disaster recovery procedures.

• Ensure compliance with data protection requirements, information security standards, and organizational policies.