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.