Call Center Team Leader

4 hours ago

Montréal, Canada Altasciences Full time

Altasciences is a forward-thinking, mid-size contract research organization offering pharmaceutical and biotechnology companies a proven, flexible approach to preclinical and clinical pharmacology studies, including formulation, manufacturing and analytical services. For over 25 years, Altasciences has been partnering with sponsors to help support educated, faster, and more complete early drug development decisions. Altasciences’ integrated, full-service solutions include preclinical safety testing, clinical pharmacology and proof of concept, bioanalysis, program management, medical writing, biostatistics, and data management, all customizable to specific sponsor requirements. Altasciences helps sponsors get better drugs to the people who need them, faster.

About The Role
The Call Center Team Leader will oversee the Call Center Agent team during their shift; provide volunteers with preliminary clinical trial information and company details as well as pre-screen volunteers to determine eligibility for clinical trial screening. The Recruitment Team Leader will ensure all tasks performed are executed in compliance with study protocol, Good Clinical Practices (GCP) and Standard Operating Procedures (SOP)s.

What You'll Do Here
- Ensure the confidentiality of clinical trial participants and sponsors is respected.
- Maintain and advocate a high level of customer service and quality within the department.
- Act as a mentor and coach to the Call Center Agent team.
- May create screening appointments.
- Assist in the training of Call Center Agent team members.
- Provide departmental supervisors/managers with feedback for performance reviews.
- Prepare and distribute call lists to the Call Center Agent Team.
- May update clinical trial targets and share with the Call Center Agent team as necessary.
- May obtain, track and/or treat volunteer complaints.
- May create or assist in creating staffing schedules.
- Contact past/potential participants to provide upcoming clinical trial information and determine eligibility.
- May confirm participant statuses and prepare/send check
- in lists for clinical operations teams.
- Schedule screening and/or other clinical trial related appointments.
- Proactively communicate issues and/or problem resolutions to departmental supervisors and managers.

What You'll Need to Succeed
- High School Diploma or GED and related work experience required;
- College degree preferred.
- Good Communication (French and English for Montreal location),
- Customer service focused,
- Able to work in fast-paced environment.

Altasciences is an equal opportunity employer committed to diversity and inclusion. Our goal is to attract, develop and retain highly talented employees from diverse backgrounds, allowing us to benefit from a wide variety of experiences and perspectives. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability or any other protected grounds under applicable legislation. Reasonable accommodations for persons with disabilities during the recruitment process are available upon request. Join us at Altasciences

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