Team Leader, Call Center

Overview

Join to apply for the Team Leader, Call Center role at Altasciences.

About Altasciences: we 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. We live our values of Employee Development, Customer Focus, Quality and Excellence, Respect and Integrity, and foster a passionate and collaborative work environment. We are looking for talented and enthusiastic people to join our growing team. Whether you\'re a recent college graduate or seek your next career opportunity, discover your future at Altasciences.

Altasciences is an equal opportunity employer committed to diversity and inclusion. 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!

What You’ll Do Here

• 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.
• Ensure all tasks are executed in compliance with study protocol, Good Clinical Practices (GCP) and Standard Operating Procedures (SOPs).
• Maintain and advocate a high level of customer service and quality within the department.
• Mentor and coach the Participant Recruitment Agent team.
• May create screening appointments and update clinical trial targets as necessary.
• Assist in training of Participant Recruitment Agent team members; provide feedback for performance reviews to departmental supervisors/managers.
• Monitor call volumes and participant management software to ensure timely handling of calls and web applications.
• Prepare and distribute call lists to the Participant Recruitment Agent Team.
• Contact past/potential participants to provide upcoming clinical trial information and determine eligibility.
• Schedule screening and/or other clinical trial related appointments; confirm participant statuses and prepare/send check-in lists for clinical operations teams.
• Proactively communicate issues and 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 a fast-paced environment.

Working Requirements

• Altasciences Strives To Provide a French Working Environment For Its Employees In Quebec. Fluency In English is an essential requirement for the position of Team Leader, Call Center for regulatory and documentation needs.

What We Offer

• Full time position (37.5 hours/week).
• Availability to work during weekends.
• 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.

Benefits & Incentives

• Health/Dental/Vision Insurance Plans
• 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 Reviews

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Research Services

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