Note: The job is a remote job and is open to candidates in USA. Knipper Health is seeking a Director of Contact Center Operations to lead a team dedicated to supporting Healthcare Professionals. The role focuses on building and managing a compliant inside sales team, optimizing performance through data-driven strategies, and ensuring high-quality engagement with clients.
Responsibilities
- Own growth: Build and run a sales‑first operating rhythm (planning, cadences, coaching) that consistently beats revenue, NRx/TRx, and new prescriber targets
- Structure to scale: Build a scalable staffing structure for recruiting, hiring, training, and development of reps for rapid deployment and onboarding future clients
- Direct the engine: Create and manage incentive programs. Manage multi‑site, multi‑channel operations (phone, SMS, chat/video) with on‑/off‑shore teams; balance coverage, utilization, and quality to maximize program goals
- Target precisely: Partner with Analytics to prioritize deciles/segments, allocate books of business, and continuously refine territories, scripts, and digital sales aids based on conversion signals. Monitor client’s competitive landscape and identify key trends that impact the overall program performance and client satisfaction
- Coach to quality: Use call analytics and standardized scorecards to elevate, call guide adherence, clinical accuracy, objection handling, and close discipline
- Scale productivity with tech: Deploy CRM (Salesforce), intelligent IVR, sentiment analysis, and AI automation to improve connect rates, prioritization, and agent throughput
- Integrate demand: Coordinate sample/literature programs to increase access and conversion, drive attendance at CME/webinars if offered
- Report what matters: Deliver client/and Caretria management ready insights on pipeline, sample requests, Rx momentum, capacity, and ROI; run weekly/monthly business reviews with clear corrective Actions
- Guard the license: Enforce PI/Fair Balance, HIPAA, and promotional standards; route off‑label inquiries to MSLs and maintain audit‑ready QA
Skills
- Only candidates with management of inside sales representatives to healthcare professionals will be considered
- Build and run a sales‑first operating rhythm (planning, cadences, coaching) that consistently beats revenue, NRx/TRx, and new prescriber targets
- Build a scalable staffing structure for recruiting, hiring, training, and development of reps for rapid deployment and onboarding future clients
- Create and manage incentive programs
- Manage multi‑site, multi‑channel operations (phone, SMS, chat/video) with on‑/off‑shore teams; balance coverage, utilization, and quality to maximize program goals
- Partner with Analytics to prioritize deciles/segments, allocate books of business, and continuously refine territories, scripts, and digital sales aids based on conversion signals
- Monitor client's competitive landscape and identify key trends that impact the overall program performance and client satisfaction
- Use call analytics and standardized scorecards to elevate, call guide adherence, clinical accuracy, objection handling, and close discipline
- Deploy CRM (Salesforce), intelligent IVR, sentiment analysis, and AI automation to improve connect rates, prioritization, and agent throughput
- Coordinate sample/literature programs to increase access and conversion, drive attendance at CME/webinars if offered
- Deliver client/and Caretria management ready insights on pipeline, sample requests, Rx momentum, capacity, and ROI; run weekly/monthly business reviews with clear corrective Actions
- Enforce PI/Fair Balance, HIPAA, and promotional standards; route off‑label inquiries to MSLs and maintain audit‑ready QA
- Demonstrated leadership skills in successfully managing remote teams and collaborating with key stakeholders and diverse work groups
- Strong technical aptitude and analytical skills
- Experience with managing a complex operation to perform to certain SLAs or KPIs
- Experience with Veeva, Adobe Connect, FB Messenger, Chat integration and/or SMS
- Experience with clinical detailing at scale (scripts, IVAs, objection handling) and integration of CME/webinars and samples/literature into the sales cycle
- Experience in creating and managing sales incentives
- Prior success aligning Field Sales and Inside Sales
- Project management experience
- Bi-lingual, English and Spanish
- Advanced degree (MBA or relevant life‑sciences discipline)
Benefits
- Full-Time benefits include access to health, dental, and vision insurance
- Retirement plan options
- Paid time off
- Paid parental leave
- Employee assistance programs
- Other perks
- Eligible employees may also have access to performance bonuses
Company Overview