Openings >> Call Center Team Leader (noon - 8pm)
Call Center Team Leader (noon - 8pm)
Title:Call Center Team Leader (noon - 8pm)
Location:Richmond, Virginia
Department:Call Center
Job Status:Full-time, Benefited

We are seeking a Call Center Team Leader at our Richmond site. This is a full time benefited role working to12 pm - 8 pm each day. This site provides consumer research for nicotine and tobacco studies.

The Call Center Team Leader is responsible for providing assistance to the supervisor 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


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



•         Associates Degree in Business, Science or related field required, Bachelor’s Degree preferred

•         Ability to work in an environment with exposure to second hand smoke from combustible cigarettes and vapors from electronic cigarettes – Not more than 5% of the time

•         Previous leadership/supervisor experience preferred

•         Excellent oral and written communication skills

•         Proven organizational skills

•         Ability to sort information and interpret written and verbal instructions

•         Ability to work with minimal supervision

•         Ability to manage multiple priorities

•         3-4 years in a call center environment or comparable experience

•         1 year sales, telemarketing, promotional, public relations or related experience preferred

•         Data Entry experience preferred

•         Ability to work Monday - Friday from 12 pm - 8pm

*Equivalent education and experience will be considered.

EEO/AA M/F/Vet/Disability


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