Call Center Operations Supervisor

Description Novum Pharmaceutical Research Services

Are you looking for a successful career with a bright long term future? A global leader in conducting clinical trials and equivalency studies, Novum Pharmaceutical Research is enjoying tremendous growth and offers exciting career opportunities to quality people who enjoy a fast-paced, and team environment. We currently have an immediate opening in our Houston office for an Call Center Operations Supervisor. 

Essential Responsibilities 

• Work with manager to create/update recruiting plan to ensure adequate numbers of participants are enrolled.

• Assist with scheduling to ensure that goals of recruiting plan can be met effectively.
• Present goals to recruiting staff and follow up with recruiters during scheduled shift to provide performance feedback. If goals are not being met, work with recruiters to provide suggestions to enhance performance.

• Report all recruiter performance feedback to manager for appropriate follow through.

• Contribute to departmental team building initiatives. For example, monthly staff reward lunches, contests, etc.

• Work in the Screening and Clinic areas to maximize the relationship between Novum and participants. It is essential to develop an effective and lasting relationship with participants to contribute to participant retention. For example, organizing games/activities during clinic confinement periods, providing customer service support during busy screening days, etc.

• Present management with complete and accurate information regarding status of projects in terms of number of participants recruited to ensure that studies are fully recruited and on time.

• Provide manager with any other feedback or ideas that will contribute to the growth and development of the Recruiting Department.

• In the absence of the manager, perform any duties assigned to allow for the continued successful operation of the Recruiting Department.

• Other duties as assigned.

Requirements • One year supervisory experience in a customer service environment, and three (3) years of call center experience.

• Ability to change priorities as needed.

 

• Good communication and telephone skills.

• Comfortable working with the general public and group presentation.

We offer:  A supportive professional environment, comprehensive benefits; 401k, medical, dental, vision, paid vacation and holidays, tuition reimbursement, LTD/STD, etc.

Qualified candidates please send resume and salary requirements to [Click Here to Email Your Resumé]
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