Sr. Director, Call Center Operations

Pharmaceutical Product Development (PPD)

United States


Description - External

Accelerated Enrollment Solutions (AES) is an innovative business unit of PPD that offers both sponsors and CROs best-in-class site and enrollment solutions, with tiered offerings combining the expertise of industry leaders PPD, Synexus, Acurian and Optimal Research.

We are bringing a new standard to clinical trials that delivers more patients from fewer sites in less time. We specialize in patient enrollment for global clinical trials in over 50 therapeutic indications.

If you have a passion for improving patients’ lives and delivering more therapies to patients faster, come join our team.

Job Responsibilities:

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.

#LI-AF1

Description - External

Accelerated Enrollment Solutions (AES) is an innovative business unit of PPD that offers both sponsors and CROs best-in-class site and enrollment solutions, with tiered offerings combining the expertise of industry leaders PPD, Synexus, Acurian and Optimal Research.

We are bringing a new standard to clinical trials that delivers more patients from fewer sites in less time. We specialize in patient enrollment for global clinical trials in over 50 therapeutic indications.

If you have a passion for improving patients’ lives and delivering more therapies to patients faster, come join our team.

Job Responsibilities:

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.

#LI-AF1

Description - External

Accelerated Enrollment Solutions (AES) is an innovative business unit of PPD that offers both sponsors and CROs best-in-class site and enrollment solutions, with tiered offerings combining the expertise of industry leaders PPD, Synexus, Acurian and Optimal Research.

We are bringing a new standard to clinical trials that delivers more patients from fewer sites in less time. We specialize in patient enrollment for global clinical trials in over 50 therapeutic indications.

If you have a passion for improving patients’ lives and delivering more therapies to patients faster, come join our team.

Job Responsibilities:

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.

Description - External

Accelerated Enrollment Solutions (AES) is an innovative business unit of PPD that offers both sponsors and CROs best-in-class site and enrollment solutions, with tiered offerings combining the expertise of industry leaders PPD, Synexus, Acurian and Optimal Research.

We are bringing a new standard to clinical trials that delivers more patients from fewer sites in less time. We specialize in patient enrollment for global clinical trials in over 50 therapeutic indications.

If you have a passion for improving patients’ lives and delivering more therapies to patients faster, come join our team.

Job Responsibilities:

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.


2021-04-08 00:00:00


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