Data Technologist, PERC

Job Summary

Responsibilities

• Create, configure, and maintain outbound and blended dialer campaigns.
• Monitor campaign performance and make real-time adjustments to improve contact rates and conversions.
• Ensure compliance with applicable calling regulations (TCPA, etc.).
• Develop and execute SQL queries to generate call lists and assign leads effectively.
• Manage and segment lead lists for optimal routing and prioritization.
• Collaborate with recruitment and site teams to refine targeting criteria and outreach strategies.
• Support IT teams on technical integration projects with external lead vendors via API or file-based data exchange.
• Work closely with developers and vendors to ensure seamless data flow and lead ingestion.
• Monitor and troubleshoot integration errors or performance issues.
• Build and maintain real-time dashboards and operational reports for key call center metrics (connect rate, conversion, AHT, agent performance, etc.).
• Design and maintain heat maps, queue monitoring tools, and historical trend reports.
• Provide insights and recommendations based on data trends to drive continuous improvement.
• Develop workforce/resourcing models based on agent utilization, call volumes, conversion rates, and study pipeline.
• Forecast staffing needs aligned to projected enrollment goals and campaign load.
• Partner with leadership to recommend staffing adjustments or scheduling strategies to optimize performance.
• Partner with operations leadership, workforce management, and QA teams to identify areas for tech-driven improvements.
• Train call center staff and managers on reporting tools and system functionality as needed.

Qualifications

• Advanced proficiency in SQL (building complex queries, joins, aggregations).
• Experience with call center systems (e.g., Five9, NICE inContact, DialPad, CEBOD, etc.).
• Demonstrated experience building workforce and capacity models using agent performance data, call metrics, and pipeline/enrollment projections.
• Familiarity with API integrations, webhooks, and data exchange workflows.
• Strong skills in Excel and data visualization tools (Power BI, Tableau, or similar).
• Solid understanding of call center KPIs, resource planning, and operations forecasting.
• Excellent problem-solving and analytical skills with high attention to detail.
• Strong communication skills and ability to collaborate across teams in a fast-paced, deadline-driven environment.
• Spanish or other multilingual capabilities are a bonus.
• Experience in a clinical research, healthcare, or patient recruitment environment.
• Knowledge of HIPAA compliance and data privacy practices.
• Familiarity with CRM systems, lead scoring, or marketing automation platforms.

Benefits

• Medical, dental and vision insurance.
• Paid time off and company holidays.
• 401(k) retirement plan with company-match.
• An annual incentive program.