The Medical Information Specialist (MIS) position is part of the ProPharma Medical Information Contact Center and follows all corresponding regulations, industry standards, and client/internal policies regarding medical information and the collection and documentation of adverse events, special situation events, and product complaints. Essential Functions Include:Medical Information service delivery Responds to unsolicited consumer, health care professional and other external customer requests for medical and safety information received via telephone, website/e-mail, letter, fax, and scientific meetings on behalf of ProPharma s pharmaceutical clients. Provides labeled and unlabeled medical/safety information responses in accordance with regulatory requirements, industry standards and client and ProPharma internal policies and practices. Accurately identifies, documents and reports adverse events, pregnancy reports, special situation events and product complaints in a clear and concise manner per government regulations, ProPharma Standard Operating Procedures (SOPs) and client Working Practices (WPs). Ensures tasks are completed within the deadlines documented in the agreed ProPharma SOPs and WPs. Formulates and provides accurate responses utilizing approved labeling and company standard responses, published literature and other data. Assists with writing custom medical information responses utilizing this data. Logging all enquiries handled in an accurate, comprehensive, and timely fashion into Inquiry Handling Systems. Quality Assurance Maintains quality in all areas of the job, including performing quality checks on Adverse Events, Product Quality Complaints, correspondence, and enquiries logged into the Inquiry Handling Systems General Provides after-hours coverage on a rotated basis subject to business requirements. Adheres to company and country-specific privacy policies, ensuring any confidential information or personal data related to ProPharma and its clients is managed in accordance with Data Privacy regulations described in ProPharma SOPs and the Confidentiality Statement within the Contract of Employment. Complies with the Company s health and safety policies. Other activities as assigned as delegated by the Manager. Qualified candidates must have: Life science degree OR Nursing degree (RN/BS/BA/MS) OR Pharmacy degree Excellent verbal and written communication skills, including proofreading, professional telephone etiquette and empathetic customer service skills. Ability to write in a fluent and grammatically correct manner in the target language for the role English language proficiency. Japan-based roles only: TOEIC 800= Working knowledge of medical terminology, pathophysiology, pharmacology, regulations and industry standards. Strong cognitive abilities, including verbal reasoning, critical thinking and analytical ability. Ability to multitask with attention to detail within restrictive timeframes, including sound planning, prioritizing and organizational skills. Proactive with demonstrative ability to independently identify problems and suggest effective solutions. Ability to learn, take instruction and apply to daily operations/tasks. Receptive to constructive feedback and able to take responsibility for work allocated. Self-motivating. Ability to demonstrate initiative and internal drive. Willingness to seek out additional workload projects. Effectively work independently and as part of a team. Highly proficient in computer applications, including Microsoft Office software platforms and Adobe Acrobat, and experience using a document management system. Aptitude to learn other computer systems including inquiry handling database.
For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners most high-profile drug and device programs. Essential Functions: Indepentendly performs/coordinates all activities for registration, maintenance, and results postings, including document redaction for clinical trials across global public registries (i.e., Clinicaltrials.gov, EudraCT, and other country-specific registries as applicable). Ensures development of high-quality registry, redaction, and plain language document deliverables that are compliant with all applicable policies, procedures, and regulations. Performs independent quality control review of registry and/or plain language document deliverables, ensuring accuracy against all relevant source documents. Works closely with internal Client team(s) to ensure understanding of applicable roles and responsibilities related to Client s disclosure obligations. Works with internal Client team(s) to ensure the source information is provided for disclosure activities in a timely manner. Maintains accurate and up-to-date records of individual study activities for timeline integrity, compliance, and relevant metrics tracking. Sets expectations where necessary and reports on project statuses to manager. Escalates issues to manager in a timely manner. Provides frequent and purposeful communication, ensuring all stakeholders are kept informed of progress and updates, as needed, in real time. Maintains constructive and positive interactions with colleagues. Develops strong, lasting relationships with client teams that encourage organic new business growth. Other duties as assigned. Necessary Skills and Abilities: Strong written and verbal communication skills. Self-motivated and able to work independently. Exceptional time management skills. Ability to drive projects with conflicting priorities in a matrix team environment, working with individuals from a variety of departments and in a range of countries. A proven team player who can focus on and drive goal completion. Ability to understand and apply international regulations and Client guidelines and requirements related to clinical trial transparency. Thinks proactively, takes initiative, and willingly takes on new challenges. Ability to identify areas of concern or inefficiency Works independently with good time management skills and contacts management team proactively when additional support and resources are needed. Works effectively in a collaborative team environment. Demonstrates a growth mindset and positive outlook in all work activities. Ability to understand and apply Client guidelines and requirements related to clinical trials disclosure and/or data transparency. Educational Requirements: Minimum of bachelor s degree in related field (scientific field preferred). Experience Requirements: Minimum of 2+ years of direct experience in disclosures and/or data transparency. CRO or Outsourcing experience preferred. ***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***
For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners most high-profile drug and device programs. The Document Specialist position is responsible for formatting, reviewing compiling, and processing regulatory documents (both Word and PDF) in support of electronic publishing activities with a focus on quality, accuracy, and efficiency providing publishing support to ProPharma clients. Essential Functions: Directly supports electronic submission of regulatory documents / applications including IND, CTA, NDA, BLA, MAA, etc. through formatting, processing, and compilation of Word and PDF documents to the appropriate client specifications. Formats and reviews Word documents in preparation for publishing, in accordance with all relevant client style guides and / or regulatory guidelines and specifications and within all established timelines. Performs document conversion to PDF, and formats and reviews PDF documents to specification (for eCTD compliance), including bookmarks, hyperlinks, keyword linking, document properties, etc., in accordance with all relevant client style guides and / or regulatory guidelines and specifications and within all established timelines. Compiles regulatory documents / reports, gathering all required documents, within all established timelines. Publishes regulatory documents according to all relevant guidelines and specifications for eCTD submission, performing all relevant pre- and post-publishing quality review checks. Prepares and transfers final documents for publishing, supporting client and internal team during submission preparation, routing documents for review and approval, where applicable. Adheres to established regulatory standards / guidelines including but not limited to: ICH E3 / E6(R2) / M4, EU MDR / IVDR, Company standard operating procedures, and client standards instructions. Supports multiple publishing activities / projects simultaneously and manages own workload, ensuring completion of all projects within established timelines, immediately escalating any issues. Manages client expectations and interacts and communicates directly with clients to ensure accuracy and maintain timeline integrity. Performs peer / quality review of documents processed by other team members as requested. Maintains familiarity with current industry practices, regulatory requirements, and guidelines related to document publishing. Brings issues and potential concerns to line manager / client oversight manager s attention in a timely manner. Participates in departmental initiatives (e.g., process improvement, lunch and learns, etc.). May occasionally be required to work outside of normal business hours to support client s needs. Other duties as assigned. Necessary Skills and Abilities: Extensive knowledge and mastery of Microsoft Word (advanced level formatting). Extensive knowledge and experience with Adobe Acrobat and plug-in tools, Regulatory Document and Information tools, and eCTD publishing systems (e.g., ISI Toolbox, Core Dossier). Excellent problem-solving skills, including the ability to think outside the box. Ability to work on multiple projects at a time. Exceptional project management and communication skills with a high attention to detail and quality. English language proficiency. Ability to think proactively and take initiative, with a willingness to take on new challenges. Ability to work independently and contact management team proactively when additional support and resources are needed. Ability to work effectively in a collaborative team environment. Ability to work within established working hours. Demonstrates a growth mindset and positive outlook in all work activities. Educational Requirements: Bachelor s degree, preferably in life sciences (or related field). Experience Requirements: Minimum 3 years of experience in document publishing and / or formatting. Pharmaceutical / biotech industry experience (specifically, INDs / CTAs, NDAs / BLAs / MAAs) preferred. Other professional and/or educational experience may contribute toward these minimum requirements, as determined on a case-by-case basis. ***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***
For the past 20 years, ProPharma has improved the health and wellness of patients by providing advice and expertise that empowers biotech, med device, and pharmaceutical organizations of all sizes to confidently advance scientific breakthroughs and introduce new therapies. ProPharma partners with its clients through an advise-build-operate model across the complete product lifecycle. With deep domain expertise in regulatory sciences, clinical research solutions, quality & compliance, pharmacovigilance, medical information, and R&D technology, ProPharma offers an end-to-end suite of fully customizable consulting solutions that de-risk and accelerate our partners most high-profile drug and device programs. Job Description The Medical Information Admin Assistant provides comprehensive administrative support to the Medical Information (MI) Enquiry Handling teams and Senior Management in an accurate and efficient manner. Responsibilities General administrative duties as delegated by management. Answering the main telephone line of the Company in a professional manner and transferring calls as appropriate. On an ad-hoc basis providing reception cover which includes meeting, greeting, and signing in all visitors to the ProPharma office in a friendly, courteous, and professional manner. Supporting the filing clerks, including opening the daily mail received into the company, franking, and posting the mail, filing, archiving and checking stationery stocks. Effectively perform in at least three task areas. Quality Assurance Maintaining a good level of quality in all aspects of the job. Complying with the procedures documented in the Company Standard Operating Procedures (SOPs) and Working Instructions (WIs). General Having a solid working knowledge of, and complying with, the Standard Operating Procedures of ProPharma Working in a professional manner at all times, with clients, customers, team members and management. Complying with the Company s Health and Safety Policies. Ensuring the Confidentiality Statement within the Contract of Employment is always adhered to in respect of the data and property of ProPharma, its clients and employees of the business. Ensuring that any confidential information or personal data related to ProPharma and its clients is managed in accordance with Data Privacy regulations as described in ProPharma SOPs. Other duties as assigned. Necessary Skills and Abilities: Able to work within a team in a professional manner. Sound written and oral communication skills. Good accuracy and attention to detail skills. Solid level of productivity on all tasks. Sound organizational and prioritizing skills showing an effective workload management system. Able to understand and follow processes. Pleasant and professional telephone manner. Computer literacy (MS Office). ***ProPharma Group does not accept unsolicited resumes from recruiters/third parties. Please, no phone calls or emails to anyone regarding this posting.***
The Pharmacovigilance (PV) Scientist supports the activities in the Benefit Risk group by ensuring that day-to-day operational activities are completed. The PV Safety Scientist is expected to be professional and diligent and liaise with the director and management group members within the team on any issues, as well as coordinate the work with the senior PV Scientists. The PV Safety Scientist is also expected to lead by example and ensures quality standards are upheld within the company. Essential functions Authoring of Aggregate reports (PSURs/PBRERs, PADERs/Annual Reports/ ACO/ DSUR) for submission to local and other Health Authorities. Authoring of Risk Management Plans (RMPs) as a part of regular Pharmacovigilance activities. Authoring of Signal Management Reports. Performing literature search and validity check for the aggregate reports. Reconciliation of relevant process trackers. Extraction and validation of data (RSI, Sales, previous reports, RMP, signals). Generation of Line Listings (LL) from safety database Providing reliable support for high priority Ad-hoc activities. Necessary Skills and abilities. Analytical and problem-solving skills. Sound organizational skills Able to work within a team in an open and professional manner Excellent attention to detail and focus on quality Understanding of ICH-GCP, FDA, EMA and other relevant Global regulations related to PV Demonstrable ability to analyze and quantify large volumes of data in a concise and scientific manner, in keeping with regulatory deadlines. Awareness of global culture and willingness to work in a matrix environment Knowledge in other pharmacovigilance processes, ability to author/update SOPs or WIs, to identify and author deviations/CAPAs." Ensuring that deliverables to the clients comply with the relevant regulatory requirements and are sent to the client within agreed timelines. Capability to make concise, accurate and relevant synopses of medical text and data, and the ability to write unambiguous medical text Computer proficiency, IT skills, expertise and an ability to work with web based applications, and familiarity with the Windows Operating system and the MS Office suite (Word/Excel/Power Point) Educational requirements Bachelor/master s degree in pharmacy, Nursing, Life Science, or other health-related field, or equivalent qualification/work experience Experience Requirements 2+ years experience in Pharmacovigilance with a focus on medical writing and/or literature search and/or signal detection Experiences in contributing to the compilation of metrics and participating in discussions about quality internally and with Clients Experience in literature screening activities and/or experiences in authoring and reviewing aggregate reports
Job Description The Pharmacovigilance (PV) Specialist, Case Processing manages individual case safety reports, performs initial case-level assessment of expectedness, confirms seriousness, composes accurate and thorough medical narratives, and generates queries for missing or unclear information. The PV Specialist ensures all cases meeting expedited regulatory reporting criteria are submitted to regulatory authorities in accordance with internal guidelines, Working Practices, SOPs, and applicable safety regulations. The PV Specialist maintains distinctive quality and commitment as the operating philosophy in carrying out all processes, and continually seeks out ways to enhance customer service experience both internally and externally. Role & responsibilities Responsible for daily case processing of adverse event cases (clinical trial and/or post marketed), including coding using MedDRA, determining seriousness and expectedness at the event and case level. Perform case follow up activities such as identification of information to be collected during follow-up. Creating and reviewing case narratives. Providing client notifications as required for case management. Supporting and contributing to the development of training materials and training delivery. Highlight areas of concern/discrepancies to the Principal PV Specialist, Case Processing and/or Manager, Case Processing when related to ICSRs. Acquire and maintain an up-to-date knowledge of global safety regulations for medicines. Peer reviews of cases for quality, consistency, and accuracy as needed. Other duties as assigned Preferred candidate profile Necessary Skills and Abilities: Strong verbal, written and interpersonal communication skills. High level of accuracy and attention to detail. Ability to identify and resolve problems in a timely manner. Able to work independently and collaboratively in a multi-disciplinary team. Excellent organization and prioritization skills; able to multitask. Basic knowledge of Pharmacovigilance. Educational Requirements: Required: a Bachelor's degree in life sciences. Preferred: advanced degree, RN, RPh, PharmD or equivalent. Experience Requirements: Two years of related work experience.
The Pharmacovigilance (PV) Scientist supports the activities in the Benefit Risk group by ensuring that day-to-day operational activities are completed. The PV Safety Scientist is expected to be professional and diligent and liaise with the director and management group members within the team on any issues, as well as coordinate the work with the senior PV Scientists. The PV Safety Scientist is also expected to lead by example and ensures quality standards are upheld within the company. Role & responsibilities Authoring of Aggregate reports (PSURs/PBRERs, PADERs/Annual Reports/ ACO/ DSUR) for submission to local and other Health Authorities. Authoring of Risk Management Plans (RMPs) as a part of regular Pharmacovigilance activities. Authoring of Signal Management Reports. Performing literature search and validity check for the aggregate reports. Reconciliation of relevant process trackers. Extraction and validation of data (RSI, Sales, previous reports, RMP, signals). Generation of Line Listings (LL) from safety database •Providing reliable support for high priority Ad-hoc activities Preferred candidate profile Analytical and problem-solving skills. Sound organizational skills Able to work within a team in an open and professional manner Excellent attention to detail and focus on quality Understanding of ICH-GCP, FDA, EMA and other relevant Global regulations related to PV Demonstrable ability to analyze and quantify large volumes of data in a concise and scientific manner, in keeping with regulatory deadlines. Awareness of global culture and willingness to work in a matrix environment Knowledge in other pharmacovigilance processes, ability to author/update SOPs or WIs, to identify and author deviations/CAPAs." Ensuring that deliverables to the clients comply with the relevant regulatory requirements and are sent to the client within agreed timelines. Capability to make concise, accurate and relevant synopses of medical text and data, and the ability to write unambiguous medical text Computer proficiency, IT skills, expertise and an ability to work with web based applications, and familiarity with the Windows Operating system and the MS Office suite (Word/Excel/Power Point) Educational requirements Bachelor/masters degree in pharmacy, Nursing, Life Science, or other health-related field, or equivalent qualification/work experience Experience Requirements 2+ years experience in Pharmacovigilance with a focus on medical writing and/or literature search and/or signal detection Experiences in contributing to the compilation of metrics and participating in discussions about quality internally and with Clients Experience in literature screening activities and/or experiences in authoring and reviewing aggregate reports
The PV Drug Safety Physician should be able to perform medical review of all types of individual case safety reports (ICSRs) by writing an expert company pharmacovigilance comment. The PV Drug Safety Physician maintains distinctive quality and commitment as the operating philosophy in carrying out all processes., and continually seeks out ways to enhance medical expertise in team both internally and externally. Role & responsibilities Provides medical review of safety events (pre-marketing, post-marketing, device, and drug) and/or other medically related information per assigned tasks and project-specific procedures. Provides input and review relevant safety information for signal detection and risk management activities. Performs safety review of clinical and diagnostic data as part of case processing and aggregate reporting. Provide medical review of aggregate reports (e.g., PSUR, PBRER, DSUR, and ASR). Literature and medical review of the literature search strategy. Serves as the main pharmacovigilance/safety physician point of contact for the customer for the life cycle of assigned projects. Is a member of the signal management committee. Assists with identifying out of scope activities in conjunction with the PV Project lead (as applicable). Attends project team and client meetings (including Investigator meetings) and teleconferences as required. Participates in Business Development activities as requested. Performs other activities as identified and requested by management. Provides input and consultancy to the client in the course of generation of the Company Core Data Sheet/Core Safety Information and Product Information. Provides guidance to Pharmacovigilance and Safety Services staff with regards to the regulatory reporting of adverse events. Assists with generation of project specific procedures (medical review workflow activities). Supports QPPV and management as required. Must regularly liaise with peer medical reviewers and also with vendor medical reviewers in assessing expert outcomes or opinions for all Safety reports. Provides training on medically relevant topics, as and when required. Providing oversight for overall PV and medical science for relevant medical products. Other duties as assigned. Preferred candidate profile MBBS/MD with 2 years of experience in reviewing of ICSR's
The Pharmacovigilance (PV) Scientist supports the activities in the Benefit Risk group by ensuring that day-to-day operational activities are completed. The PV Safety Scientist is expected to be professional and diligent and liaise with the director and management group members within the team on any issues, as well as coordinate the work with the senior PV Scientists. The PV Safety Scientist is also expected to lead by example and ensures quality standards are upheld within the company. Essential functions Authoring of Aggregate reports (PSURs/PBRERs, PADERs/Annual Reports/ ACO/ DSUR) for submission to local and other Health Authorities. Authoring of Risk Management Plans (RMPs) as a part of regular Pharmacovigilance activities. Authoring of Signal Management Reports. Performing literature search and validity check for the aggregate reports. Reconciliation of relevant process trackers. Extraction and validation of data (RSI, Sales, previous reports, RMP, signals). Generation of Line Listings (LL) from safety database Providing reliable support for high priority Ad-hoc activities. Necessary Skills and abilities. Analytical and problem-solving skills. Sound organizational skills Able to work within a team in an open and professional manner Excellent attention to detail and focus on quality Understanding of ICH-GCP, FDA, EMA and other relevant Global regulations related to PV Demonstrable ability to analyze and quantify large volumes of data in a concise and scientific manner, in keeping with regulatory deadlines. Awareness of global culture and willingness to work in a matrix environment Knowledge in other pharmacovigilance processes, ability to author/update SOPs or WIs, to identify and author deviations/CAPAs." Ensuring that deliverables to the clients comply with the relevant regulatory requirements and are sent to the client within agreed timelines. Capability to make concise, accurate and relevant synopses of medical text and data, and the ability to write unambiguous medical text Computer proficiency, IT skills, expertise and an ability to work with web based applications, and familiarity with the Windows Operating system and the MS Office suite (Word/Excel/Power Point) Educational requirements Bachelor/master s degree in pharmacy, Nursing, Life Science, or other health-related field, or equivalent qualification/work experience Experience Requirements 2+ years experience in Pharmacovigilance with a focus on medical writing and/or literature search and/or signal detection Experiences in contributing to the compilation of metrics and participating in discussions about quality internally and with Clients Experience in literature screening activities and/or experiences in authoring and reviewing aggregate reports
The Pharmacovigilance (PV) Specialist, Case Processing manages individual case safety reports, performs initial case-level assessment of expectedness, confirms seriousness, composes accurate and thorough medical narratives, and generates queries for missing or unclear information. The PV Specialist ensures all cases meeting expedited regulatory reporting criteria are submitted to regulatory authorities in accordance with internal guidelines, Working Practices, SOPs, and applicable safety regulations. The PV Specialist maintains distinctive quality and commitment as the operating philosophy in carrying out all processes, and continually seeks out ways to enhance customer service experience both internally and externally. Essential Functions: Responsible for daily case processing of adverse event cases (clinical trial and/or post marketed), including coding using MedDRA, determining seriousness and expectedness at the event and case level. Perform case follow up activities such as identification of information to be collected during follow-up. Creating and reviewing case narratives. Providing client notifications as required for case management. Supporting and contributing to the development of training materials and training delivery. Highlight areas of concern/discrepancies to the Principal PV Specialist, Case Processing and/or Manager, Case Processing when related to ICSRs. Acquire and maintain an up-to-date knowledge of global safety regulations for medicines. Peer reviews of cases for quality, consistency, and accuracy as needed. Other duties as assigned Necessary Skills and Abilities: Strong verbal, written and interpersonal communication skills. High level of accuracy and attention to detail. Ability to identify and resolve problems in a timely manner. Able to work independently and collaboratively in a multi-disciplinary team. Excellent organization and prioritization skills; able to multitask. Basic knowledge of Pharmacovigilance. Educational Requirements: Required: a Bachelors degree in life sciences. Preferred: advanced degree, RN, RPh, PharmD or equivalent. Experience Requirements: Two years of related work experience.
Provides medical review of safety events (pre-marketing, post-marketing, device, and drug) and/or other medically related information per assigned tasks and project-specific procedures. Provides input and review relevant safety information for signal detection and risk management activities. Performs safety review of clinical and diagnostic data as part of case processing and aggregate reporting. Provide medical review of aggregate reports (e.g., PSUR, PBRER, DSUR, and ASR). Literature and medical review of the literature search strategy. Serves as the main pharmacovigilance/safety physician point of contact for the customer for the life cycle of assigned projects. Is a member of the signal management committee. Assists with identifying out of scope activities in conjunction with the PV Project lead (as applicable). Attends project team and client meetings (including Investigator meetings) and teleconferences as required. Participates in Business Development activities as requested. Performs other activities as identified and requested by management. Provides input and consultancy to the client in the course of generation of the Company Core Data Sheet/Core Safety Information and Product Information. Provides guidance to Pharmacovigilance and Safety Services staff with regards to the regulatory reporting of adverse events. Assists with generation of project specific procedures (medical review workflow activities). Supports QPPV and management as required. Must regularly liaise with peer medical reviewers and also with vendor medical reviewers in assessing expert outcomes or opinions for all Safety reports. Provides training on medically relevant topics, as and when required. Providing oversight for overall PV and medical science for relevant medical products. Other duties as assigned.
The primary function of the Workforce Management Analyst will be to aid the Associate Director, Workforce Management and Insights with managing the Workforce Management platform and using Analytical tools to generate reporting within the Contact Center. Essential Functions: Support in providing strategic leadership by sharing responsibility for overseeing the optimization of the organizations workforce including managing staffing levels, forecasting labor needs, scheduling employees efficiently, analyzing workforce data, and implementing strategies to maximize productivity and align staffing with business objectives. Collaborate with various departments to ensure efficient resource allocation and workforce planning aligned with company goals. Execute workforce management strategies, monitor performance metrics, and lead a team of workforce analysts to identify areas for improvement and drive continuous optimization across the organization. Execute comprehensive workforce plans, including forecasting labor demand, staffing level requirements, and talent acquisition strategies to meet business needs. Utilize data analytics to track key workforce metrics like productivity, absenteeism, overtime, and adherence to schedules to identify areas for improvement and make data-driven decisions. Assist with the development and implementation of automated scheduling systems to ensure efficient allocation of staff across shifts and departments, considering peak demand periods and employee availability. Necessary Skills and Abilities: Partner with various departments including Business Development, QA, Operations, HR, and Finance to ensure alignment between workforce strategies and overall business objectives. Promote a positive work environment by considering employee preferences and work-life balance when developing scheduling strategies. Identify and implement process improvements to enhance workforce efficiency and productivity. Strong analytical skills with proficiency in data analysis and reporting software. Creative thinking. Ability to interpret data and provide recommendations to create efficiencies, cost savings, and help contribute to generating revenue. Expertise in workforce management systems and principles. Proficiency in data visualizations, dashboard creation via Power BI/Tableau, advanced Excel functions. Utilize Power BI/Tableau and Excel to collect and synthesize data to assist in decision making. Ability to work efficiently with high attention to detail while meeting multiple concurrent deadlines. Excellent communication and collaboration skills to work effectively with cross-functional teams. Proven ability to develop and execute strategic workforce plans. Strong problem-solving and decision-making skills. Educational Requirements: Bachelor s degree in business preferred or equivalent experience. Experience Requirements: 3+ years of relevant experience working in a contact center in a leadership, reporting, analytics, or WFM role. 3+ years of experience working with WFM software platforms