Summary Of Responsibilities To respond to medical information queries/product quality complaints. Receive information, record, and report Adverse Drug Reaction in timelines (according to the regulations and to internal WI/SOPs) that may be received over the telephone call. Execute drug safety data management processes - a combination of call intake, call dialogue documentation, peer review, case follow-up. Guide Junior associates in managing voice calls (as required). Perform and support different activities as assigned - tracking various types of information and metrics, ongoing QC of defined process steps, training, reconciliation of data from multiple sources. Team Management, Employee Management, Coaching, Ensure team compliance on company policies. Primary resource of process or case information and guidance of team members. Support the PM/DM in onboarding, training, managing, and retaining delivery resources. Manage allocation of resources and work and manage volume peaks. Proactively identify and manage risks and issues with regards to service delivery. Assume accountability for the quality of the deliverables. Perform all activities assigned related to day-to-day operations. Ensure delivery of services meets or exceeds Service Level Agreements while working with Manager QA and Service Delivery Manager. Assume responsibility for quality of data processed. All other duties as needed or assigned. Qualifications (Minimum Required) Healthcare or Life Science degree e.g. Pharmacy, Nursing, Physical Therapy, Medtech, Radtech Minimum 2 years team lead/people management experience in a CALL CENTER setting Flexible with work setup and schedule Learn more about our EEO & Accommodations request here. Show more Show less