Call Center Operations Associate - New Jersey - US Citizens ONLY

Our Client

 As one of the first Contract Services Organizations (CSO) to provide sales and marketing support to both established and emerging U.S.-based biopharmaceutical companies, our client offers a track record of more than twenty years of accomplishment and innovation. Today, as a recognized industry pioneer and leader, our client builds on this extensive experience to design and execute customized, integrated solutions that achieve superior results.

Summary of Position:

- Uploading target lists into the telephony system and adjust the frequency of the auto-dialer.

- Edit the CRM (Customer Relationship Management) tool based on new campaigns

- Provide ongoing management of the existing campaigns within the ACD/dialer and CRM.

- Automate reporting and processes to enhance productivity.

- Adjust the ACD/dialer to ensure maximum productivity.

- Access data from various systems and provide outputs of data as requested.

- Develop and manage CC (Call Center) reporting needs.

- Provide support to clients on program operations and technical requirements.

- Research campaign/system performance issues and make recommendations.

- Identify opportunities to increase agent performance and productivity.

- Set up and manage agent user profiles in various systems (CRM/ACD).

Ideal Candidate:

- Bachelor's Degree from a 4-year accredited college or university required.

- Minimum 2-3 years experience in production operations and/or call center system administration.

- Knowledge of Five9 Virtual Call Center Software Administration a plus.

- Strong knowledge of relevant computer applications (MS Office: Word, Excel, etc).

- Ability to handle multiple projects simultaneously

- Posses a sense of urgency in regards to time sensitive projects

- Strives for the highest accuracy possible with superior attention to detail.

- Proactive in identifying places for improvement in systems, processes and programs.

If you are interested in applying then feel free to submit your resume now or email directly to brian.thompson@mchltd.com