• Conduct outreach and training for investigator sites opting into RRC services • Train and onboard research clinicians, ensuring they are prepared and study-ready • Manage access to systems like Study Hub and Thinking Cap for both site staff and clinicians • Receive and process Visit Request Forms (VRFs) • Assign and confirm clinicians for remote visits • Coordinate visit logistics including supplies, equipment, and courier services • Ensure all required documentation (e.g., DOA logs, clinician credentials) is complete and uploaded • Maintain and update Smartsheet trackers for sites, visits, and clinicians • Perform quality checks on source documents and ensure timely corrections • Review uploaded documents in Study Hub and notify relevant stakeholders • Deliver study-specific training to sites and clinicians • Ensure compliance with GCP, ICH, HIPAA, and IQVIA SOPs • Serve as the primary liaison between sites, clinicians, and internal study teams • Provide ongoing support and retraining to clinicians and sites as needed • Escalate issues to RRC Lead and ensure resolution

• Working closely with Resource Managers, engagement teams and other stakeholders, you will support the day-to-day resourcing workflow, providing guidance, insight and solutions that contribute to effective utilisation and an excellent colleague experience. • Coordinate day-to-day resource allocation across teams, ensuring work is assigned effectively to meet business priorities and client needs. • Match people to assignments based on skills, availability, development opportunities and capacity. • Act as a key point of contact for engagement teams, providing guidance on resource availability and scheduling requirements. • Monitor resource utilisation and identify potential scheduling conflicts, capacity risks and booking challenges. • Support the successful onboarding of new joiners through timely allocation to client work and projects. • Contribute to continuous improvement of resourcing processes, helping to enhance efficiency, accuracy and the overall user experience.

• Run and review volume forecasts, shrinkage analysis reports, headcount requirements, new hire/modified shift requirements, and average handle time analysis to ensure accurate scheduling. • Conduct and document routine data validation of WFM systems and reports. • Collaborate with department leadership to understand all possible impacts to volume and staffing. • Measures accuracy of those forecasts on both short term and long-term basis. • Meet established forecast accuracy goals. • Review staffing forecasts on a daily, weekly, etc. basis and proactively address staffing concerns. • Monitors volume demand throughout the day in real time and flexes workforce accordingly. • Schedules activities around forecasted contact patterns and ensures activities are current in the WFM system. • Notifies affected parties when off-line activities need to be rescheduled. • Schedules off-phone activities when contact volumes are down. • Adjusts call routing as directed when unusual call patterns exist in order to ensure service levels are met; manages multiple queues and skill groups. • Identify need for departmental reports for individual and unit performance metrics and submit requests for enhancements; see through to production. • Create agent schedules to support contact volume demands and optimize contact center performance. • Prepare standard and ad-hoc reports as required for internal and external customers with high level of accuracy and professionalism. • Documents and assembles requirements to generate reports, charts, scorecards, dashboards, forecasts for business use. • Responsible for development of training materials and documentation of policies and procedures. • Other duties as assigned.

• Assist the Senior Service Manager in developing project/daily plans and associated communication documents and coordinating various projects and daily related activities • In charge of resource allocation, including determining schedules, managing, and maintaining spare parts, screening vendors for site projects, etc. • Conduct Risk Assessment and prepare Method Statement documentation • Effectively develop and communicate Health and Safety regulations/qualifications tracker • Develop and regularly optimize standard operating procedures to ensure better efficiency • Manage the Service Team Calibration register and ensure timely announcement of pending equipment calibration, minimizing equipment downtime • In charge of spare parts inventory management and reporting in CMMS, including conducting annual audits, screening vendors and entering contracts on behalf of the company, coordinating delivery schedules, managing contracts and invoices, etc. • Identify the critical path required to achieve a given task and manage it until completion (self-starter, autonomous) • Review and verify documents for completeness, format, and compliance • Oversee purchase requests/purchase orders • Manage company assets (including company vehicles) and properly maintain the company’s relevant insurance policy