Call Center Team Leader - FT (2nd shift) - Richmond, Virginia

Celerion is committed to swift, exceptional clinical research through translational medicine.  Every day, we use our experience, agility, and innovative research strategies to help get drugs to market faster.  

We are seeking a Call Center Team Leader at our Richmond, Virginia site. This is a full time benefited role, working 40 hours per week, Monday - Friday 11:30am - 8:00pm. This site provides consumer research for nicotine and tobacco studies.

The Call Center Team Leader is responsible for providing assistance to the Manager for a team of Participant Recruiters. The Call Center Team Leader assists the Call Center Manager in the development of staff, intra-department communications, operations, scheduling and customer service initiatives.

•         Responsible for execution of departmental objectives and adherence to company policies and procedures

•         Assist in departmental training to include; shadowing, document development etc.

•         Serve as the communication link between Participant Recruiters and the Call Center Manager

•         Assist Call Center Manager in staff development

•         Address study participant complaints and staff complaints through resolution according to policies and procedures

•         Schedule staff and distribute assignments

•         Assist Call Center Manager in providing feedback to staff on call center performance measures, call statistics and attendance

•         Develop and implement fun and creative incentive programs

Responsible for planning and executing recruiting functions, this includes but is not limited to:

•         Sending daily reminders to staff on study priorities

•         Creating recruiting lists and coordinating recruiting efforts

•         Salesforce and board tracking set-up for recruiting

•         Sending panel communications via the control panel

•         Ensuring accurate and timely report of recruiting status

•         Monitoring recruiting statuses and ensuring that timelines are met

•         Manage the quality monitoring program

•         Perform all Participant Recruiter functions based on business need or at the request of call center management

•         Maintain level of supplies needed for the call center (i.e. notepads, markers, pens, postcards...etc.)

•         Act as the first line of escalation for study participant issues or concerns

•         Conduct study audits to ensure compliance to recruiting requirements outlined in the Study Synopsis

•         Attend weekly meetings with supervisor

Compile and report metrics to Call Center Manager and/or leadership team as requested, including but not limited to:

•         Recruiting Updates

•         Confirmation Reports

•         Call Stats