Supervisor, Call Center

Altasciences; Montreal (administrative region); On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Health/Dental/Vision Insurance Plans

401(k)/RRSP with Employer Match

Paid Vacation and Holidays

Paid Sick and Bereavement Leave

Employee Assistance & Telehealth

Job summary

Altasciences in Montreal, QC is seeking a Supervisor, Call Center to organize recruitment activities and supervise the recruitment team to meet trial timelines. You will ensure activities comply with protocol, GCP and SOPs.

The role requires 1–3 years of supervisory experience, bilingual English/French, strong communications, and the ability to manage multiple priorities in a fast-paced environment. This on-site position offers weekdays and Saturday hours at the Montreal location with easy

Qualifications

• Requires ability to read and interpret technical documents and manuals.
• Strong verbal and written communication skills are essential.
• Bilingual English/French required due to sponsors from Canada/US and international participants.
• Proven leadership and supervisory experience in a fast-paced environment.

Responsibilities

• Supervise recruitment team including PTO management and timesheet approval.
• Coordinate protocol reviews and participate in protocol meetings.
• Create and review study-specific documents and training materials.
• Conduct protocol training and coordinate trainings as needed.
• Lead meetings to communicate clinical trial needs and departmental objectives.
• Attend sponsor initiation meetings and audits.
• Oversee training records for screening teams.
• Maintain confidentiality of participants and sponsors.

Skills

Verbal & written communication

Bilingual English/French

Leadership & supervision

Interpersonal skills

Multi-tasking & prioritization

Technical reading ability

Integrity & discretion

Education

High School diploma

College degree preferred

Job description

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 completed; college degree and/or related experience preferred.
• Minimum of 5 year of related experience.
• 1 to 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, 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:

• Required availability: weekdays from 12:00 PM to 8:00 PM and Saturdays from 9:00 AM to 5:00 PM.
• Full-time position, 37.5 hours per week.
• On-site position at our Montreal location (1100 Beaumont Street).
• Accessible by public transportation (L’Acadie metro station); free parking for employees.

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 & TelehealthPrograms

Altasciences’ Incentive Programs Include:

• Training & Development Programs
• Employee Referral BonusProgram
• Annual Performance Review