Workflow Mgmt Assoc- 6 month Contract

Summarized Purpose:

Serves as a program point person for schedule adherence and monitoring staff activity. Assists with client reporting and real-time management responsibilities. Assists the client and management team with marketing and medical information projects. Provides analysis of contact center data to the client and internal contacts.

Summarized Purpose:

Serves as a program point person for schedule adherence and monitoring staff activity. Assists with client reporting and real-time management responsibilities. Assists the client and management team with marketing and medical information projects. Provides analysis of contact center data to the client and internal contacts. • Monitors online and offline activities and provides work direction to agents and ensures staff schedule adherence. Provides work direction to staff during high volume periods. Works directly with management and ensures adequate line coverage and maintains program service level(s).

• Analyzes, captures, and assists with reporting on contact center metrics. Provides adverse event and product compliant reports to the management team and to the client. Provides detailed information directly to the client concerning marketing and medical information initiatives, staffing, service level, and other call metrics.

• Assists with training and support of client specific software programs, such as phone system and workflow management software.

• May take calls as needed, if applicable.

Education and Experience:

Bachelor's degree or equivalent and relevant formal academic / vocational qualification

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 2 years).

In some cases, a second language may be required

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

PPD is an affirmative actionemployer that values diversity as a strength and fosters an environment ofmutual respect. PPD provides equal employment opportunities withoutregard to age, race, color, pregnancy, national origin, religion, sex, gender identity,sexual orientation, disability, veteran status or other status within any otherprotected group. • Monitors online and offline activities and provides work direction to agents and ensures staff schedule adherence. Provides work direction to staff during high volume periods. Works directly with management and ensures adequate line coverage and maintains program service level(s).

• Analyzes, captures, and assists with reporting on contact center metrics. Provides adverse event and product compliant reports to the management team and to the client. Provides detailed information directly to the client concerning marketing and medical information initiatives, staffing, service level, and other call metrics.

• Assists with training and support of client specific software programs, such as phone system and workflow management software.

• May take calls as needed, if applicable.

Education and Experience:

Bachelor's degree or equivalent and relevant formal academic / vocational qualification

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 2 years).

In some cases, a second language may be required

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

PPD is an affirmative actionemployer that values diversity as a strength and fosters an environment ofmutual respect. PPD provides equal employment opportunities withoutregard to age, race, color, pregnancy, national origin, religion, sex, gender identity,sexual orientation, disability, veteran status or other status within any otherprotected group.