Program Mgmt Associate

Summarized Purpose:

Performs administrative and staff oversight functions related to training, quality, workflow and reporting. Maintains documentation of all quality review and provides reporting and trending to program management. Serves as a liaison between the client, PPD Corporate training department, PPD management and staff for all training topics.

Essential Functions: Performs quality review of staff work product as appropriate. Organizes andschedules program peer review. May oversee submission of regulatory reports to the client or their designee. Manages reconciliation processes with client. Maintains program Disaster Recovery files. Coordinates staff training with program management andthe client. Schedules training sessions for all staff members and maintains current training plans. May develop and/or deliver training courses and content. Maintains training documentation in an audit-ready state, and provides support during internal and external program audits. Manages staff scheduling. Monitors activities and provides work direction to agents and ensures staff schedule adherence. Provides work direction to staff during high volume periods. Works directly with program management andensures adequate line coverage and maintains program service level(s). Captures, analyzes and assists with reporting on contact center metrics. Communicates directly with the client regarding reporting. Assists management team with oversight of staff related to administrative activities timekeeping. Interacts with other PPD functional areas (e.g. IT, Finance) regarding program-related issues/data.

Summarized Purpose:

Performs administrative and staff oversight functions related to training, quality, workflow and reporting. Maintains documentation of all quality review and provides reporting and trending to program management. Serves as a liaison between the client, PPD Corporate training department, PPD management and staff for all training topics.

Essential Functions: Performs quality review of staff work product as appropriate. Organizes andschedules program peer review. May oversee submission of regulatory reports to the client or their designee. Manages reconciliation processes with client. Maintains program Disaster Recovery files. Coordinates staff training with program management andthe client. Schedules training sessions for all staff members and maintains current training plans. May develop and/or deliver training courses and content. Maintains training documentation in an audit-ready state, and provides support during internal and external program audits. Manages staff scheduling. Monitors activities and provides work direction to agents and ensures staff schedule adherence. Provides work direction to staff during high volume periods. Works directly with program management andensures adequate line coverage and maintains program service level(s). Captures, analyzes and assists with reporting on contact center metrics. Communicates directly with the client regarding reporting. Assists management team with oversight of staff related to administrative activities timekeeping. Interacts with other PPD functional areas (e.g. IT, Finance) regarding program-related issues/data.

Education and Experience:

Bachelor's degree or equivalent and relevant formal academic / vocationalqualification

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 2 years’) or equivalent combination of education, training, & experience.In some cases, a second language may be required

Years of experience refers to typical years of related experience needed to gain the required knowledge, skills,and abilities necessary to perform the essential functionsof the job.Years of experience are not to be used as the only determining factor in establishing the job classor making employment selection decisions.

Knowledge, Skills and Abilities: Organizational skills Strong attention to detail Time management skills and the ability to multi-task Effective verbal and written communication skills Excellent language skills (comprehension, speaking, reading and writing) must be demonstrated if the position requires languages other than English Excellent problem solving skills Excellent computer skills including Micorsoft Office tools Excellent interpersonal skills Ability to work in a collaborative team environment

Working Conditions and Environment: Work is performed in an office or clinical environment with exposure to electrical office equipment. Occasional drives to site locations. Potential Occasional travel required.

Physical Requirements: Frequently stationary for 4-6 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasional mobility required. Occasional crouching, stooping, bending and twisting of upper body and neck. Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs. Ability to access and use a variety of computer software developed both in-house and off-the-shelf. Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. May interact with others, relating and gathering sensitive information. Interaction includes diverse groups. Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration. Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence. Ability to perform under stress. Ability to multi-task. Regular and consistent attendance.

Education and Experience:

Bachelor's degree or equivalent and relevant formal academic / vocationalqualification

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 2 years’) or equivalent combination of education, training, & experience.In some cases, a second language may be required

Years of experience refers to typical years of related experience needed to gain the required knowledge, skills,and abilities necessary to perform the essential functionsof the job.Years of experience are not to be used as the only determining factor in establishing the job classor making employment selection decisions.

Knowledge, Skills and Abilities: Organizational skills Strong attention to detail Time management skills and the ability to multi-task Effective verbal and written communication skills Excellent language skills (comprehension, speaking, reading and writing) must be demonstrated if the position requires languages other than English Excellent problem solving skills Excellent computer skills including Micorsoft Office tools Excellent interpersonal skills Ability to work in a collaborative team environment

Working Conditions and Environment: Work is performed in an office or clinical environment with exposure to electrical office equipment. Occasional drives to site locations. Potential Occasional travel required.

Physical Requirements: Frequently stationary for 4-6 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasional mobility required. Occasional crouching, stooping, bending and twisting of upper body and neck. Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of 15-20 lbs. Ability to access and use a variety of computer software developed both in-house and off-the-shelf. Ability to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. May interact with others, relating and gathering sensitive information. Interaction includes diverse groups. Works with guidance or reliance on oral or written instructions from management. May require periods of intense concentration. Performs a wide range of variable tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence. Ability to perform under stress. Ability to multi-task. Regular and consistent attendance.