As a leading global contract research organization (CRO) with a passion for scientific rigor and decades of clinical development experience, Fortrea provides pharmaceutical, biotechnology, and medical device customers a wide range of clinical development, patient access and technology solutions across more than 20 therapeutic areas. With over 19,000 staff conducting operations in more than 90 countries, Fortrea is transforming drug and device development for partners and patients across the globe.

Essential Job Duties:

The Supervisor is expected to support the staff, program(s) and the Program Manager, Service Delivery in the following areas (but not limited to):

• Agent Training and Coaching
  • Supervise and guide staff on assigned program(s).  Drive stellar performance of staff through recognition, encouraging growth through detailed performance reviews, development of goals and objectives, active and ongoing coaching, and mentoring.
  • Participate in the interviewing, onboarding, and mentoring processes of new hires ensuring they become effective team members for the business and program teams.
  • Lead proficiency gap assessment of staff, and develop plans to address performance issues.
  • Regularly monitor and review trainings to determine effectiveness, and provide feedback on recommendations for improvement in future training sessions.
• Listen to agent calls to assess customer service levels on program(s) and provide feedback and remediation plans as necessary. Occasionally listen to calls on program(s) to assess customer service delivery across the program. Client and Program Communication
  • Ensure that Associate has assigned and completed work appropriately in a timely manner according to performance metrics and program efficiency.
  • Identify and escalate program trends and provide recommendations to the issues as necessary.
  • Monitor program volume, identify fluctuations and recommend staffing changes to address needs.  When deviations occur, escalate deviations.
  • Expresses thoughts and instructions clearly in both oral and written communication; i.e. uses grammatically correct, clear, and concise language.
  • Proactively share communication updates and recommendations regarding program operations with peers and Program Manager, Service Delivery.
  • Attend client meetings to support the program and Program Manager, Service Delivery, as needed.
• Reporting and Analytics
  • Monitor program volume, identify fluctuations, and suggest staffing changes to address problem areas.
  • Generate the Time Assessment Query (TAQ) regularly to ensure staff is billing appropriately; communicate issues and incorrect billing to the appropriate parties in a timely manner.
  • Generate, monitor, and assess data quality and productivity reports for Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Address and resolve issues as necessary.
  • Identify trends and issues, providing action plans and recommendations as necessary.
• Program Specific Knowledge
  • Have a strong understanding of program processes, proactively drive process improvement to ensure work is completed in a timely, efficient, and high quality manner.
  • Coordinate internally to ensure all resources are available to accurately and effectively support the team.
  • Own the escalation of and action plan to address workflow, process and turnaround time deviations. Provide Program Manager, Service Deliveyr frequent communication on progress.
• Successfully participate in special projects as assigned, and execute all expected deliverables.
• Other duties as assigned.

Fortrea is actively seeking motivated problem-solvers and creative thinkers who share our passion for overcoming barriers in clinical trials. Our unwavering commitment is to revolutionize the development process, ensuring the swift delivery of life-changing ideas and therapies to patients in need. Join our exceptional team and embrace a collaborative workspace where personal growth is nurtured, enabling you to make a meaningful global impact. For more information about Fortrea, visit www.fortrea.com.

Fortrea is proud to be an Equal Opportunity Employer:

As an EOE/AA employer, Fortrea strives for diversity and inclusion in the workforce and does not tolerate harassment or discrimination of any kind. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, religion, color, national origin, gender (including pregnancy or other medical conditions/needs), family or parental status, marital, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. We encourage all to apply.

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