Who is ScriptPro?
Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, you’ll be part of a dynamic team that’s at the cutting edge of technology, creating solutions that make a real difference in people’s lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada.
Job Summary: The Manager, Pharmacy Support Operations will be responsible for leading a team in the daily technical support of ScriptPro's systems and solutions. The candidate will lead technical support-related operations, including managing day-to-day contact center performance, scheduling, staffing, and service level adherence. The individual will be responsible for working directly with customers to resolve escalated service concerns.
The successful candidate will have experience monitoring contact channels and managing incident resolution. The Operations Manager will research, report, and correct quality issues, problem trends, and critical support concerns by monitoring Key Performance Indicators (KPI) and Service Level Agreements (SLA) for continuous improvement in customer satisfaction.
Reporting Relationship: Senior Manager, Client Service
Shift: Generally, Monday through Friday, 8am to 5pm. This is a remote position with the expectation of travel to the office. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.
Scope of the Role:
- Acts as an escalation point for high profile issues, helping to coordinate necessary resources to aide in resolution as well as help to complete Root Cause Analysis
- Coaches and mentors Technical Support Supervisors along with Pharmacy Support Analyst III’s including career development and establishing training paths necessary for advancement
- Works jointly with Technical Support Supervisors in effectively managing Pharmacy Support Analyst I and II’s to follow proper procedures, improve workflows, write and deliver corrective action as necessary, follow training paths for advancement within the team, monthly One-On-Ones as needed, Mid-Year and Yearly Reviews
- Performs soft-skill call reviews on all analysts to promote and enforce expectations as needed
- Communicates KPI and SLA expectations to the team as provided by the Client Service, Senior Manager
- Works with counterparts to maintain a chat/email and master schedule to balance employee work times with hours of increased call volumes
- Jointly maintains holiday schedules to provide coverage for 24/7/365 operations
- Schedules Point of Contacts for large upgrades, installations or highly political sites as needed
- Manages approval of timecards and PTO requests for direct reports
- Identifies training gaps and provide opportunities for continued education, enrolling analysts in courses to increase their technical skills
- Administrates Interactive Voice Response tool including optimizing split skills to match customer needs
- Interviews, hires and oversees training of new employees
- Provides monthly operations reporting to the Client Service, Senior Manager
- Notes documentation needs for training and delegates the responsibility to the appropriate team members for completion
- Updates group policies and processes as needed, keeping the PS portal page up to date when applicable, for analysts to use the information as a resource.
- Work with analysts through the process to gain DoD and BoP access.
- Assists in the development of Subject Matter Expert guidelines.
- Responds to calls after hours regarding initial or ongoing escalated technical support service requests
- Other duties as assigned
Required Qualifications:
- Bachelor of Science in Business Administration, Computer Science or related field. 4 years of equivalent experience will be considered.
- 2+ years’ experience in a leadership role with direct supervisory experience
- 2+ years’ experience on a service desk or other direct customer service position
- Dedicated to representing ScriptPro in a professional manner and ability to achieve department and company objectives
- Excellent communication skills with a proven track record of cross-functional communication and relationship management
- Excellent customer service skills with demonstrated ability to deal with challenging customer situations
- Strong analytical skills including the ability to identify performance metrics, and support SLA adherence
- Coordinates operational activities in a way that supports strategic goals
- Initiates positive conflict management
- Leverages information and data to solve business problems, initiate improvements and support management
- Employs effective interpersonal communication to motivate teams to meet their professional objectives as well as convey the state of their team to upper management
- Applies a situational leadership style to modify how directive or supportive they need to be based on their teams needs
- Utilizes an ability to delegate responsibilities to accomplish goals as well as foster growth of skills within the team
- Exercises sound judgement
Preferred Qualifications:
- Familiarity with workflows within a CRM tool; preferably Siebel
- Background working with telephony software solutions; preferably Avaya
- Knowledge of the pharmaceutical industry with emphasis in outpatient pharmacy practice
- Awareness of the healthcare industry and/or medical insurance billing
Remote Work Requirements:
- Must have high-speed reliable internet access with a hard-wired connection
- Must have a distraction free home office workspace
- Must be willing to participate in video virtual meetings (camera on)
Benefits:
At ScriptPro, we believe that our employees are our greatest asset. That’s why we are committed to fostering a workplace that prioritizes and enhances your personal health and well-being.
- Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs
- Well-being: Paid Time Off (PTO, Maternity, Paternity, Adoption Leave), nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services.
Working Conditions:
This position operates in an office environment. Routine use of standard office equipment is required. Must be able to use a computer for extended periods of time. Regularly required to sit, use hands and fingers, and expected to occasionally lift, stoop, bend, and reach. Ability to learn and solve practical problems and interpret a variety of instructions is required.
ScriptPro is not sponsoring a visa for this position.
ScriptPro is an Equal Opportunity Employer Committed to a Diverse and Inclusive Workforce.
Please visit www.scriptpro.com to learn more about the mission of our company.
