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Analista de Métricas de Call Center

The Workflow Management Associate 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 metrics and data to the management and quality teams. Provides analysis of contact center data to the client and internal contacts. Takes calls as needed. Performs tasks with little supervision. Responsibilities include:
  • Monitors online and offline activities and provides work direction to agents to ensure staff schedule adherence. Provides work direction to staff during high volume periods. Works directly with management to ensure adequate line coverage and to maintain 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.



Education and Experience:
Bachelor’s degree in a science/health-related field
2 years experience as a Medical Communications Specialist
Or equivalent combination of education, training and experience that provides the knowledge, skills and abilities to perform the job.

Knowledge, Skills and Abilities:
Excellent organizational skills
Strong attention to detail
Ability to handle multiple tasks
Effective verbal and written communication skills
Excellent problem solving skills
Excellent English language skills (comprehension, speaking, reading and writing)
Excellent computer and keyboarding skills
Time Management skills
Excellent interpersonal skills
Ability to work in a team environment and/or independently as needed
Demonstrate confidence and initiative
Excellent language skills (comprehension, speaking, reading and writing) must be demonstrated if the position requires languages other than English

Pharmaceutical Product Development, LLC 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.

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