Associate Dir, Call Center ; AES

Develops, executes and manages third-party call center campaigns in support of Direct-to-Consumer (DTC) inbound and outbound marketing programs.

Oversees all phases of complex, global direct marketing campaigns executed by third-party contact centers.

Ensures targeted focus in areas of call quality, data quality, creative performance, telephony and reporting.

Selects vendors, monitors vendor performance, and ensures regulatory compliance.

Manages campaign budgets and identifies opportunities to reduce costs and lead time while maintaining quality through the use of Information Technology and Telephony contact center capabilities.

Gathers and documents program specifications for contact center suppliers to execute inbound and outbound marketing programs.

Provides feedback during the creative process to the marketing team ensure best practices are followed.

Ensures that design economies are realized when possible and that contact center scripts are consistent across channels.

Develops Standard Operating Procedures (SOPs), Business Requirement Documents (BRDs) and/or work instructions for contact centers.

Collaborates with key stakeholders to develop reports as required.

Develops contact center training content in accordance with identified Legal, Regulatory and program needs.

Conducts new and refresher training for contact center personnel, including Customer Service Representatives (CSRs), Quality Assurance, Supervisors, Team Leaders, Account Management and Trainers.

Works with internal teams and external vendors to ensure outcomes are consistent with brand goals and objectives.

Identifies and prioritizes conflicting/competing program support requirements across multiple campaigns.

Develops contact center scripts, both verbatim and call guide formats, and accompanying FAQs.

Develops contact center scripts in accordance with identified Legal, Regulatory and program needs.

Conducts regular call monitoring calibration sessions.

Researches and manages all escalations.

Develops, executes and manages third-party call center campaigns in support of Direct-to-Consumer (DTC) inbound and outbound marketing programs.

Oversees all phases of complex, global direct marketing campaigns executed by third-party contact centers.

Ensures targeted focus in areas of call quality, data quality, creative performance, telephony and reporting.

Selects vendors, monitors vendor performance, and ensures regulatory compliance.

Manages campaign budgets and identifies opportunities to reduce costs and lead time while maintaining quality through the use of Information Technology and Telephony contact center capabilities.

Gathers and documents program specifications for contact center suppliers to execute inbound and outbound marketing programs.

Provides feedback during the creative process to the marketing team ensure best practices are followed.

Ensures that design economies are realized when possible and that contact center scripts are consistent across channels.

Develops Standard Operating Procedures (SOPs), Business Requirement Documents (BRDs) and/or work instructions for contact centers.

Collaborates with key stakeholders to develop reports as required.

Develops contact center training content in accordance with identified Legal, Regulatory and program needs.

Conducts new and refresher training for contact center personnel, including Customer Service Representatives (CSRs), Quality Assurance, Supervisors, Team Leaders, Account Management and Trainers.

Works with internal teams and external vendors to ensure outcomes are consistent with brand goals and objectives.

Identifies and prioritizes conflicting/competing program support requirements across multiple campaigns.

Develops contact center scripts, both verbatim and call guide formats, and accompanying FAQs.

Develops contact center scripts in accordance with identified Legal, Regulatory and program needs.

Conducts regular call monitoring calibration sessions.

Researches and manages all escalations. Minimum Required Education and Experience: A Bachelor’s degree Combined 8-10 years’ experience in marketing or telecommunications Experience in a contact center environment, preferably in client services and operations management Required Knowledge, Skills and Abilities: Excellent project management skills Knowledge of Privacy and Regulatory requirements and the ability to inform and impact compliance decisions Extensive Knowledge and experience in development, testing and implementation of inbound and outbound telemarketing and contact center digital programs. Marketing expertise, including experience with A/B creative testing concepts Working knowledge of Click-to-Chat, Click-to-Call and other digital functionality as they relate to contact center interaction Strong understanding of contact center benchmarks and metrics throughout the industryAbility to analyze data and identify trends Excellent verbal and written communication and negotiation skills Global marketing experience preferred Working Conditions Work is performed in an office environment with exposure to electrical office equipment. Occasional drives to site locations with occasional travel both domestic and international. Physical Demands Frequently stationary for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Frequent 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. Frequently interacts with others to obtain or relate information to diverse groups. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Requires multiple 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. Pharmaceutical Product Development, LLC, the parent company of PPD Development, L.P. and Acurian, Inc. is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, disability or protected veteran or other status protected by federal, state, and/or local law. Minimum Required Education and Experience: A Bachelor’s degree Combined 8-10 years’ experience in marketing or telecommunications Experience in a contact center environment, preferably in client services and operations management Required Knowledge, Skills and Abilities: Excellent project management skills Knowledge of Privacy and Regulatory requirements and the ability to inform and impact compliance decisions Extensive Knowledge and experience in development, testing and implementation of inbound and outbound telemarketing and contact center digital programs. Marketing expertise, including experience with A/B creative testing concepts Working knowledge of Click-to-Chat, Click-to-Call and other digital functionality as they relate to contact center interaction Strong understanding of contact center benchmarks and metrics throughout the industryAbility to analyze data and identify trends Excellent verbal and written communication and negotiation skills Global marketing experience preferred Working Conditions Work is performed in an office environment with exposure to electrical office equipment. Occasional drives to site locations with occasional travel both domestic and international. Physical Demands Frequently stationary for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Frequent 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. Frequently interacts with others to obtain or relate information to diverse groups. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Requires multiple 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. Pharmaceutical Product Development, LLC, the parent company of PPD Development, L.P. and Acurian, Inc. is firmly committed to Equal Employment Opportunity (EEO) and prohibits employment discrimination for employees and applicants based on age, race, color, pregnancy, gender, gender identity, sexual orientation, national origin, religion, marital status, citizenship, disability or protected veteran or other status protected by federal, state, and/or local law.