Call Center Representative

• 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

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