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.
ucation and Experience:Bachelor’s degree in a science/health-related field2 years experience
as a Medical Communications SpecialistOr equivalent combination of education, training and
experience that provides the knowledge, skills and abilities to perform the jobIn some cases a
second language may be required Knowledge, Skills and Abilities:Excellent organizational
skillsStrong attention to detailAbility to handle multiple tasksEffective verbal and written
communication skillsExcellent problem solving skillsExcellent English language skills
(comprehension, speaking, reading and writing)Excellent computer and keyboarding skillsTime
Management skillsExcellent interpersonal skillsAbility to work in a team environment and/or
independently as neededDemonstrate confidence and initiativeFlexibilityExcellent 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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