Career Category

Information Systems

Job Description

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

What you will do

Let’s do this. Let’s change the world. In this vital role you will responsible for leading and managing the team that provides accurate and timely directory assistance services to customers. This role involves developing strategies to enhance service quality, ensuring operational efficiency, and fostering a high-performance culture within the team while managing high volumes of calls. The Manager will collaborate with cross-functional teams, analyze performance data, implement improvement initiatives, and ensure a high level of customer service. Strong leadership, operational management, and exceptional customer service skills are critical to the success of this role.

Roles & Responsibilities:

• Team Leadership and Development: Lead, coach, and mentor a team of directory assistance supervisors and agents, fostering a high-performing, inclusive environment. Ensure the team meets service level agreements (SLAs) and key performance indicators (KPIs) related to call response times, accuracy, and customer satisfaction.

• Operational Management: Oversee daily operations, including call routing, handling emergency and special service requests, and ensuring smooth workflows. Implement strategies to enhance operational efficiency, identify bottlenecks, and ensure timely service delivery.

• Customer Service Excellence: Develop strategies to maintain high levels of customer satisfaction and service accuracy, ensuring professional, courteous, and high-quality interactions, even in high-pressure situations. Address escalated customer concerns swiftly and effectively.

• Directory Maintenance and Accuracy: Ensure the team maintains and updates internal directories, including contact information for individuals, departments, and frequently used numbers. Maintain high standards for accuracy, speed, and confidentiality.

• Performance Monitoring and Reporting: Regularly monitor team performance and analyze operational data to identify trends, gaps, and areas for improvement. Provide detailed reports to senior leadership on challenges, opportunities, and team progress.

• Project and System Management: Lead key projects aimed at improving directory assistance tools and systems. Collaborate with cross-functional teams to drive innovations in telecommunications systems and directory software.

• Training and Continuous Improvement: Develop and implement training programs to keep the team updated on best practices, new technologies, and regulatory changes. Ensure agents are well-equipped to handle customer inquiries with accuracy and professionalism.

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Master’s degree and 4 to 6 years of Business, Engineering, IT or related field experience OR

• Bachelor’s degree and 6 to 8 years of Business, Engineering, IT or related field experience OR

• Diploma and 10 to 12 years of Business, Engineering, IT or related field experience

• Proven leadership skills with the ability to lead high-performing team of Directory Assistance operators.

• Ability to build a culture of innovation and continuous improvement within the team to deliver cutting-edge solutions and continuous improvements.

• Prior experience in a call center or customer service role.

• Strong communication skills, both verbal and written.

• Proficient in the use of computers and telecommunications equipment.

• Ability to work in a fast-paced environment and meet deadlines.

• Excellent customer service skills.

• Strong attention to detail and accuracy.

• Proficient use of M365 collaboration tools.

Professional Certifications:

• Scaled Agile Framework (SAFe) for Teams (preferred)

Soft Skills:

• Excellent leadership skills with the ability to develop teams and cultivate talent.

• High degree of initiative and self-motivation.

• Ability to manage multiple priorities successfully.

• Excellent verbal and written communication skills.

• Team-oriented with a focus on achieving team goals.

• Excellent analytical and troubleshooting skills.

• Ability to work effectively with global and virtual teams.

Work Hours: This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required. Potential Shifts (subject to change based on business requirements): Second Shift: 2:00pm – 10:00pm IST; Third Shift: 10:00 pm – 7:00 am IST.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. Join us.

careers.amgen.com

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

.