Call Center Specialist ; AES

Purpose:

Provides daily support to the Contact Center Manager by supervising and managing third party call center outsource partners. Manages a call routing solution to reduce abandonment rates and improve conversion rates.

Other initiatives include but are not limited to sales activity, strategy, performance management, SLA compliance and reporting.

Responsibilities:

• Develops good working relations with all call center partners.

• Reviews call volume forecasting for accuracy based on historical performance and analysis of current tactics that will drive volume to the call center.

• Manages call routing to call centers based on assessed performance and staffing levels.

• Cultivate and maintain respectable relations with the community and promote clinical trials attend community events

• Maintain knowledge of current enrolling studies, timelines for the studies and protocol requirements

• Ensures Service Level Agreement Compliance.

• Assesses call quality and feedback based on call calibration sessions and live monitoring.

• Performs daily reporting of calls handled, abandonment rates and average speed of answer for all call center partners.

• Reviews KPI metrics of call center partners.

• Develops a monthly scorecard to measure performance across all call centers that will include daily reporting metrics, conversion rates and FOV rates.

• Support forecasted call volume by managing the scheduling of multiple call center staff based on historic and anticipated volume in the short and long term.

• Monitoring and analyzing call patterns, collaborating with call centers partners on scheduling procedures, and managing call routing across multiple locations Purpose:

Provides daily support to the Contact Center Manager by supervising and managing third party call center outsource partners. Manages a call routing solution to reduce abandonment rates and improve conversion rates.

Other initiatives include but are not limited to sales activity, strategy, performance management, SLA compliance and reporting.

Responsibilities:

• Develops good working relations with all call center partners.

• Reviews call volume forecasting for accuracy based on historical performance and analysis of current tactics that will drive volume to the call center.

• Manages call routing to call centers based on assessed performance and staffing levels.

• Cultivate and maintain respectable relations with the community and promote clinical trials attend community events

• Maintain knowledge of current enrolling studies, timelines for the studies and protocol requirements

• Ensures Service Level Agreement Compliance.

• Assesses call quality and feedback based on call calibration sessions and live monitoring.

• Performs daily reporting of calls handled, abandonment rates and average speed of answer for all call center partners.

• Reviews KPI metrics of call center partners.

• Develops a monthly scorecard to measure performance across all call centers that will include daily reporting metrics, conversion rates and FOV rates.

• Support forecasted call volume by managing the scheduling of multiple call center staff based on historic and anticipated volume in the short and long term.

• Monitoring and analyzing call patterns, collaborating with call centers partners on scheduling procedures, and managing call routing across multiple locations Education:

• BS/BA Degree or equivalent

• Requires 3-5 years of large-scale outbound call center experience

• Requires a minimum of 2-5 years vendor relationship management in the outbound call center industry

Proven experience executing and measuring success of marketing campaigns that provides the knowledge, skills, and abilities to perform the job (comparable to 2 years).

Knowledge, Skills and Abilities:

• Written and verbal communication skills

• Excellent telephonice skills

• Organizational and time-management skills

• Ability to multi-task

• Proactive and detail-oriented

• Ability to work independently as well as in a collaborative team environment

• Strong business acumen and positive attitude

• High degree of accuracy, concentration and proofing skills

• Knowledge of digital marketing’s best practicesEducation:

• BS/BA Degree or equivalent

• Requires 3-5 years of large-scale outbound call center experience

• Requires a minimum of 2-5 years vendor relationship management in the outbound call center industry

Proven experience executing and measuring success of marketing campaigns that provides the knowledge, skills, and abilities to perform the job (comparable to 2 years).

Knowledge, Skills and Abilities:

• Written and verbal communication skills

• Excellent telephonice skills

• Organizational and time-management skills

• Ability to multi-task

• Proactive and detail-oriented

• Ability to work independently as well as in a collaborative team environment

• Strong business acumen and positive attitude

• High degree of accuracy, concentration and proofing skills

• Knowledge of digital marketing’s best practices