Supervisor, Call Center

Altasciences · Montréal

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About The Role

The Supervisor, Call center will organize recruitment activities and is responsible for the supervision and coordination of the recruitment team ensuring recruitment activities are conducted within trial timelines.  The Supervisor, Call center will ensure tasks performed and recruitment activities are executed in compliance with study protocol, Good Clinical Practices (GCP) and Standard Operating Procedures (SOPs).

What You'll Do Here

• Management of the recruitment team, including but not limited to, PTO management, timesheet approval, on-going and yearly performance reviews, employee hiring, disciplinary actions and termination.

• Provides comments on protocol during internal review and participates in protocol meetings

• Ensure the creation and review of study specific documents, training or other materials as needed for study specific procedures.

• Conduct protocol training and/or coordinate any required training(s) on study specific procedures.

• Hold meetings with Recruitment Team members to communicate clinical trial needs and/or departmental objectives.

• Attend sponsor initiation meetings and audits.

• Oversee, manage, and coordinate the training and training records for the screening team.

• Ensure the confidentiality of clinical trial participants and sponsors is respected.

• Manage staff scheduling and ensure staffing needs are met.

• Maintain and advocate a high level of customer service and quality within the department.

• Work with management to track, trend and/or report KPIs as a measure of success.

• Assist with or coordinate and communicate with Marketing teams as required.

• Perform recruitment activities, including but not limited to, such as answering in-coming calls, internet applications, and scheduling appointments and/or other clinical trial related appointments.

• Manage recruitment for studies with complex requirements.

• May assist in screening admission procedures.

• Handle communications with sponsors, participants, and other departments and resolve any related issues.

• Participate in SOP revisions.

• Obtain, track and/or treat volunteer complaints

• Proactively communicate issues and/or problem resolutions to departmental supervisors and managers.

• Other tasks as assigned by management.

What You'll Need to Succeed

• High School diploma or GED required; college degree and/or related experience preferred.

• Minimum of 5 year of related experience.

• Minimum of 3 years of supervisory or team leader experience

• Ability to read and interpret technical documents and industry specific manuals.

• Ability to write reports and correspondence.

• Ability to speak effectively before groups of employees of the organization.

• Bilingual proficiency in English/French for the Canadian Locations, as this role involves communications with sponsors from other countries and participants

• Excellent verbal and written communication skills.

• Well developed interpersonal skills are required.

• Personal/professional integrity and proven discretion in handling confidential information.

• Capable of managing multiple conflicting priorities and working in a fast-paced environment.

• Must be self-directed, motivated, and have a willingness to take the initiative to identify and anticipate client needs and make recommendations for implementation.

• Relevant industry experience an asset.

• Leadership, interpersonal and organizational skills.

Altasciences strives to provide a French work environment for its employees in Quebec. Altasciences has taken all reasonable steps to avoid imposing the above language requirement other than French. This requirement is essential for the position of the Supervisor, Call center, but not limited to, the following reason(s):

• The employee frequently communicates with Altasciences employees across Canada and the United States. As such, English is the primary language used to correspond between offices.

• The employee frequently communicates with English-only customers outside the province of Quebec.

What We Offer:
Altasciences offers a wide variety of benefits to help our employees live healthy and fulfilling lives both at and outside of work.

Altasciences' Benefits Package Includes:

• Health/Dental/Vision Insurance Plans

• 401(k)/RRSP with Employer Match

• Paid Vacation and Holidays

• Paid Sick and Bereavement Leave

• Employee Assistance & Telehealth Programs

Altasciences' Incentive Programs Include:

• Training & Development Programs

• Employee Referral Bonus Program

• Annual Performance Review 

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