Supervisor, Call Center

220 Altasciences Company Inc; Montreal (administrative region); On-site; CAD 80,000 - 110,000; Full time

Benefits offered by this job

Health/Dental/Vision insurance

RRSP/401(k) with employer match

Paid vacation & holidays

Sick and bereavement leave

Employee assistance & telehealth

Training & development programs

Employee referral bonus

Annual performance review

#LI-MB1

Job summary

Altasciences is seeking a Supervisor, Call Center in Montreal to organize recruitment activities and supervise the recruitment team to meet trial timelines. You will ensure compliance with GCP and SOPs while maintaining confidentiality of participants and sponsors.

The role requires oversight of scheduling, performance reviews, and KPI tracking, with bilingual English/French communications for Canada. Competitive benefits and development opportunities are offered.

Qualifications

• High School diploma or GED required; college degree preferred.
• Minimum of 5 years of related experience.
• Minimum of 3 years of supervisory or team leader experience.
• Ability to read and interpret technical documents and industry manuals.
• Bilingual proficiency in English/French for Canadian locations.

Responsibilities

• Manage recruitment team, including PTO management, timesheet approval, performance reviews, hiring, disciplinary actions and termination.
• Provide comments on protocol during internal review and participate in protocol meetings.
• Create and review study-specific documents, training or materials for study procedures.
• Conduct protocol training and coordinate required training on study procedures.
• Hold meetings with Recruitment Team to communicate clinical trial needs and objectives.
• Attend sponsor initiation meetings and audits.
• Oversee and coordinate training and training records for the screening team.
• Maintain confidentiality of trial participants and sponsors.
• Manage staff scheduling and ensure staffing needs are met.
• Track, trend and report KPIs as a measure of success.
• Coordinate with Marketing teams as required.
• Handle recruitment activities (calls, applications, scheduling) and manage complex studies.

Skills

Leadership

Interpersonal skills

Written communication

Verbal communication

Bilingual English/French

Time management

Self-directed

Confidentiality

Education

High School diploma or GED

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

• 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 or GED required; college degree and/or related experience preferred.
• Minimum of 5 year of related experience.
• Minimum of 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 for the Canadian Locations, 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.

Language Requirement

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

• Health/Dental/Vision Insurance Plans
• 401(k)/RRSP with Employer Match
• Paid Vacation and Holidays
• Paid Sick and Bereavement Leave
• Employee Assistance & Telehealth Programs
• Training & Development Programs
• Employee Referral Bonus Program
• Annual Performance Review
• #LI-MB1

Company Culture and Values

At Altasciences we all move in unison to assist and work in the discovery, development, and manufacturing of new drug therapies to get them faster to people who need them. No matter your role, we all play an important part and you will have a significant impact on the health and well-being of people across the globe. By living our values of Employee Development, Customer Focus, Quality and Excellence, Respect and Integrity, we look to foster a passionate and collaborative work environment and we are looking for talented and enthusiastic people, like you, to join our growing team! Whether you're a recent college graduate or seeking your next career opportunity, it's time to discover your future at Altasciences. We are better together and together We Are Altasciences.

Equal Opportunity and Inclusion

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!