Contact Center Lead- Clinical Trial Recruitment

5 months ago

Mississauga, Canada AstraZeneca Full time

**About Evinova**

The Digital Health R&D Recruitment team enables better patient and healthcare professional experiences by delivering customer-centric digital solutions for clinical trials and real-world healthcare. The focus of this role is to work with platform owners, global study teams, and TAs, plus vendors to drive an enterprise-level contact center working for clinical trial recruitment.

The role holder will also work as a member of the R&D Digital Health Innovative Recruitment team to ensure that the contact center strategy is aligned across disease areas and understood by the wider digital health and cross-functional teams.

**What you will do**:

- Work closely with study teams, platform owners, and vendors to capture clinical trial content and form a clear and coherent contact center strategy
- Own set-up, delivery, and running of our Enterprise Contact Centre for Clinical Trial Recruitment
- Build a contact center capability that drives referral to the site while providing reassurance and flexibility to our potential volunteers and caregivers
- Collaborate with existing AstraZeneca contact center leads to drive a connected and transparent journey for potential volunteers and caregivers
- Drive best practice and industry-leading SOPs/SLAs in order to provide the best contact center experience
- Deliver monthly, accurate reporting on call center effectiveness with optimization opportunities
- Recruit and manage a team of call center agents
- Be an active member of the R&D Digital Health Innovative Recruitment team developing an industry-leading R&D Digital organization
- Ensure effective and transparent risk, opportunity, and issues management at strategic, tactical, and operational levels
- Grow and maintain internal and external relationships, connecting the needs of key customers including TA, patients, health care providers, and technology partners
- Collaborate with Platform leads and Content Strategist to identify user experience optimizations

**Essential Requirements**:

- Experience in running a large-volume call center
- Shown experience working with call/contact center technologies
- Proven experience in the pharmaceutical industry
- Minimum of 7 years of proven experience
- A solid understanding of the drug development processes and the impact technology can have on these processes
- Experience in Digital Health with an understanding of healthcare
- Ability to lead and influence strategically and persuade thoughtfully, to acquire desired outcomes while maintaining effective, positive, organizational relationships
- Ability to challenge the status quo, take ownership, and hold self and others accountable
- Experience working as part of a development team within a Global setting
- Passion for Patients and Customers, representing the needs of multiple customers in decision-making

**Why Evinova (AstraZeneca)?**

Evinova draws on AstraZeneca’s deep experience developing novel therapeutics, informed by insights from thousands of patients and clinical researchers. Together, we can accelerate the delivery of life-changing medicines, improve the design and delivery of clinical trials for better patient experiences and outcomes, and think more holistically about patient care before, during, and after treatment. We know that regulators, healthcare professionals, and care teams at clinical trial sites do not want a fragmented approach. They do not want a future where every pharmaceutical company provides its own, different digital solutions. They want solutions that work across the sector, simplify their workload, and benefit patients broadly. By bringing our solutions to the wider healthcare community, we can help build more unified approaches to how we all develop and deploy digital technologies, better serving our teams, physicians, and ultimately patients. Evinova represents a unique opportunity to deliver meaningful outcomes with digital and AI to serve the wider healthcare community and create new standards for the sector. Join us on our journey of building a new kind of health-tech business to reset expectations of what a bio-pharmaceutical company can be. This means we’re opening new ways to work, pioneering cutting-edge methods, and bringing unexpected teams together. Interested? Come and join our journey.

**So, what’s next?**
- Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you._

**Where can I find out more?

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