Executive Assistant, Marketing
Pavago
GoSwift
Call Center Team Leader
Celerion
full-time
Posted on:
Origin: • 🇺🇸 United States • Virginia
Visit company websiteSalary
💰 $25 - $27 per hour
Job Level
Senior
Tech Stack
Swift
About the role
- 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.
- Essential Functions:
- Staff Management
- 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
- Recruiting Operations
- 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
- Reporting
- 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
Requirements
- Associates Degree in Business, Science or related field required, Bachelor’s Degree preferred
- Ability to work in an environment with exposure to second hand smoke from combustible cigarettes and vapors from electronic cigarettes – Not more than 5% of the time
- Previous leadership/supervisor experience preferred
- Excellent oral and written communication skills
- Proven organizational skills
- Ability to sort information and interpret written and verbal instructions
- Ability to work with minimal supervision
- Ability to manage multiple priorities
- 3-4 years in a call center environment or comparable experience
- 1 year sales, telemarketing, promotional, public relations or related experience preferred
- Data Entry experience preferred
- According to the Code of Virginia 18.2-371.2B, employees must be 21 years of age to work around tobacco products.
- Ability to work Monday - Friday 11:30am - 8:00pm
- *Equivalent education and experience will be considered.
