|Title:||Manager, Global Customer Care Center|
|Job Status:||Full-time, Benefited|
Celerion, a global leader in clinical research, is searching for a full-time Manager, Global Customer Care Center based on-site in our Phoenix office.
The candidate will have strong leadership and performance management experience as well as a track record of strategic development in a call center operations.
The Manager, Global Customer Care Center is responsible for Celerion's overall participant recruitment customer care, including registration for studies from our call center and website in a 24/7/365 operation. This role identifies new and creative strategies to improve our call center operational efficiencies, and oversees all communication aspects of registering participants through email, phone, text message, or online. Additionally, this position is responsible for meeting the timeline registration objectives provided by the Recruitment Managers at each clinical site, and provides metrics and visibility to the progress of all studies being recruited within the call center.
Bachelor’s Degree in Marketing, Business, Communications or related field strongly preferred.
Minimum of 5 years supervisory experience preferably within a high volume call center environment
Experience in Call Center Management preferred.
Strong interpersonal and communication skills with effective customer service skills.
Ability to work a flexible schedule when needed, which will include evening, weekend and overnight support.
*Equivalent education and experience will be considered.