Job Directory CRM Systems/Operations Specialist (Call Center)

CRM Systems/Operations Specialist (Call Center)
Newington, NH

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Job Description

The Operations Specialist, Systems is responsible for supporting critical telephony and CRM systems in the call center through administration, technical support, and collaboration with development colleagues to implement new features. This position supports an enthusiastic and growing customer call center team serving patients, caregivers, and healthcare professionals in the oncology therapeutic area. This exempt position reports to the Senior Director, Customer Experience and is based in the US Operations Center in Portsmouth, NH.

Essential duties & responsibilities:

* Understand business workflows across functions and identify where new features or fixes require changes to existing process or impact other functional areas
* Administer telephony software by liaising with vendor on performance issues, providing support and expertise to users, and setting up and training new users
* Provide front-line support for questions and basic troubleshooting to care center CRM and telephony users
* Collaborate with Operations Specialist-Project Manager regarding potential projects to be submitted and prioritized
* Document business requirements and collaborate with IT team members responsible for building solutions
* Coordinate and perform user acceptance testing, working with cross-functional partners to troubleshoot during testing process
* Create and update documentation and provide technical training to teams during employee onboarding or in support of new implementations or updates
* Identify process improvements and opportunities to improve customer experience
* Travel to other US locations as needed (10-20%)
* Support positive, customer-centric culture
* Other duties as required


* 5+ years' experience in a pharmaceutical, device, or healthcare setting
* Extensive experience with CRM systems required; experience with SAP CRM a plus
* Experience with cloud-based telephony platforms, including user management and IVR maintenance
* Technical project management experience preferred
* Knowledge of care center operations, prescription and reimbursement processes, and customer service practices in a regulated healthcare environment
* Bachelor's degree required

Knowledge, Skills, and Experience:

* Experience working in a matrixed environment with multiple stakeholders
* Exceptional oral and written communication skills with the ability to bridge communications between business and technical teams
* Analytical thinking ability to understand dependencies and anticipates impact of various changes or implementations
* Sense of urgency when working with critical customer-facing systems
* Knowledge of applicable regulations
* Actively seeks opportunities and proposes appropriate solutions to improve existing experience
* Attitude & Enthusiasm: Must have a positive, "can do" attitude
* Dependability/Perseverance: always willing to go the extra mile to complete projects on schedule. Committed to Novocure and the position
* Flexibility: Can accept change and is flexible toward change. Counted on to achieve objectives and be flexible to take on other tasks when required
* Judgment: Be able to make sound judgments and escalate when in doubt
* Planning/Scheduling: Handle multiple projects and priorities in order to meet required deadlines
* Professionalism: adhere to a high level of professionalism by demonstrating ethical behavior
* Teamwork: work with others in contributing to the overall success of the company


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