Openings >> Call Center Team Leader
Call Center Team Leader
Title:Call Center Team Leader
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. 

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
  • 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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