Call Center Specialist- Accelerated Enrollment Solutions (AES)

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Marketing and Communications
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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.


Purpose: 


Provides daily support to the Call Center Campaign Manager by supervising and managing third party call center outsource partners.  Manages a call routing solution to reduce abandonment rates and improve conversion rates.

 

Essential Functions:

  • Develops relationships with all call center partners.
  • Reviews call volume forecasting for accuracy based on historical performance and analysis of current tactics that will drive volume to the call center.
  • Manages call routing to call centers based on assessed performance and staffing levels.
  • Ensures Service Level Agreement Compliance.
  • Assesses call quality and feedback based on call calibration sessions and live monitoring.
  • Performs daily reporting of calls handled, abandonment rates and average speed of answer for all call center partners.
  • Reviews KPI metrics o f call center partners.
  • Develops a monthly scorecard to measure performance across all call centers that will include daily reporting metrics, conversion rates and FOV rates.

 Join PPD in our relentless pursuit of excellence  - apply now!


Qualifications: 


Minimum Required Education and Experience: 

  • BS/BA Degree or equivalent

  • Requires 3-5 years of large-scale outbound call center experience

  • Requires a minimum of 2-5  years vendor relationship management in the outbound call center industry

Required Knowledge, Skills and Abilities:

  • Proficient with MS-Office Suite (Word, Excel, PowerPoint, Access)

  • Knowledge of inbound and outbound call center strategies

  • Understanding of call center best practices, dialer management, staffing, outbound campaign management and scripting/CRM applications is preferred

  • Understanding of telemarketing rules, regulations and DNC requirements

  • Strong analytical skills with excellent computer skills

  • Excellent interpersonal, verbal and written communication skills  

  • Ability to multi-task in a fast-paced and dynamic environment

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