Team Leader, Call Center

Altasciences; Montreal (administrative region); On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

On-site Montreal location

Public transit access

Free employee parking

Job summary

Altasciences in Montreal is seeking a Team Leader, Call Center to supervise the Participant Recruitment Agent team during shifts, provide volunteers with trial information, and pre-screen for eligibility. This role emphasizes compliance with study protocols, GCP and SOPs while maintaining confidentiality.

The ideal candidate has at least 1 year in a call center, strong French and English communication, and a customer-focused mindset.

Qualifications

• Minimum of 1 year experience in a call center environment.
• Excellent communication skills in French and English.
• Customer service focused with a fast-paced work style.
• Able to work in a bilingual (French/English) setting.

Responsibilities

• Oversee the Participant Recruitment Agent team during shifts.
• Provide volunteers with preliminary trial information and company details.
• Pre-screen volunteers to determine eligibility for screening.
• Ensure all tasks comply with study protocol, GCP and SOPs.
• Mentor and coach the Participant Recruitment Agent team.
• May create screening appointments.
• Assist in training team members.
• Provide feedback for performance reviews to supervisors.
• Monitor call volumes and participant management software to ensure timely handling.
• Prepare and distribute call lists to the Participant Recruitment Agent Team.
• May update clinical trial targets and share with the team.
• May obtain, track and/or treat volunteer complaints.
• Answer in-coming calls and internet applications from volunteers.
• May create staffing schedules.
• Contact past/potential participants to provide upcoming trial information.
• May confirm participant statuses and prepare/send check-in lists.
• Schedule screening and/or other trial appointments.
• Proactively communicate issues and resolutions to supervisors.

Skills

Call center experience

Fluent in French

Fluent in English

Customer service orientation

Excellent communication skills

Education

High School Diploma

College degree preferred

Job description

About The Role

The Team Leader, Call Center will oversee the Participant Recruitment 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 Team Leader, Call Center 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 Participant Recruitment Agent team.

• May create screening appointments.

• Assist in the training of Participant Recruitment Agent team members.

• Provide departmental supervisors/managers with feedback for performance reviews.

• May monitor call volumes and participant management software to ensure call and web applications are being handled in a timely fashion.

• Prepare and distribute call lists to the Participant Recruitment Agent Team.

• May update clinical trial targets and share with the Participant Recruitment Agent team as necessary.

• May obtain, track and/or treat volunteer complaints.

• Answer in-coming calls and internet applications from clinical trial volunteers.

• 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 completed, college degree preferred.

• Minimum of 1 year experience in a call center environment.

• Excellent communication skills in French and English.

• Customer service focused.

• Able to work in fast-paced environment.

Altasciences strives to provide a French working environment for its employees in Quebec. Although as part of its francization program has taken all reasonable steps to avoid imposing the above-mentioned requirement. Fluency in English is an essential requirement for the position of Team Leader, Call Center including, but not limited to, for the following reasons:

• The requirement to have study protocols, designs and clinical research documents written and documented in English as required by industry regulatory agencies.

What We Offer

• Availability to work during the week-end.

• On site position at our Montreal site (1100 Beaumont).

• Accessible by public transportation (Metro L’ Acadie), 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

• RRSP with Employer Match

• Paid Vacation and Holidays

• Paid Sick and Bereavement Leave

• Employee Assistance & Telehealth Programs

Altasciences’ Incentive Programs Include:

• Training & Development Programs

• Employee Referral Bonus Program

• Annual Performance Reviews