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PPD

Call Center Reporting Associate

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.

Responsibilities include:
  • 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 Microsoft Excel
  • Excellent interpersonal skills
  • Ability to work in a collaborative team environment

PPD values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive.  Below is listed the working environment/requirements for this role:

  • Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
  • Able to work upright and stationary for typical working hours.
  • Ability to use and learn standard office equipment and technology with proficiency.
  • Able to perform successfully under pressure while prioritizing and handling multiple projects or activities
  • May require travel.  (Recruiter will provide more details.)

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