Call Center Supervisor

SGS • Richardson, TX

7d

About The Position

The Call Center Supervisor is responsible for leading, training, and mentoring a team of clinical trial recruiters to ensure successful participant enrollment and retention for multiple studies. This roles involves collaborating closely with Panelist Recruiting Manager, Operations Support Coordinator and Panelist Recruiters Supervise day‑to‑day operations of the call center panelist recruiting team, ensuring productivity and quality standards are consistently met. Monitor team performance against KPIs such as conversion rates, call quality, productivity targets, and attendance. Conduct regular coaching sessions, providing actionable feedback to improve individual and team performance. Lead daily huddles to communicate goals, updates, and motivational messaging. Develop and reinforce strong techniques to maximize panelist recruitment success. Implement strategies to boost conversion rates and overcome common objections. Identify training opportunities to enhance skills and study knowledge. Motivate the team to achieve and exceed daily, weekly, and monthly recruitment goals. Monitor live calls/texts, recorded calls/texts, and performance dashboards to ensure accuracy, professionalism, and adherence to scripts and compliance guidelines. Allocate workloads, manage schedules, and ensure adequate coverage for all calling shifts. Track and report team metrics, trends, and performance insights to management. Assist with forecasting call volumes and staffing needs. Support panelists as needed to ensure a seamless recruiting experience and strong conversion outcomes. Ensure all recruiting activities follow Good Clinical Practices (GCP), ethical standards, and regulatory requirements.

Requirements

• Bachelor's Degree in Health Administration, Health Sciences, Business or related field or equivalent combination of education and experience
• 3-5 years of call center experience, preferably in recruiting, sales or customer engagement
• Experience working in KPI-driven, metrics focused environment with proven success improving team performance
• Demonstrated background in sales coaching, conversion optimization or high-volume outreach teams.
• Ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
• Excellent verbal and written communication skills.
• Ability to effectively communicate with potential participants, team members, and cross-functional partners.

Responsibilities

• Supervise day‑to‑day operations of the call center panelist recruiting team, ensuring productivity and quality standards are consistently met.
• Monitor team performance against KPIs such as conversion rates, call quality, productivity targets, and attendance.
• Conduct regular coaching sessions, providing actionable feedback to improve individual and team performance.
• Lead daily huddles to communicate goals, updates, and motivational messaging.
• Develop and reinforce strong techniques to maximize panelist recruitment success.
• Implement strategies to boost conversion rates and overcome common objections.
• Identify training opportunities to enhance skills and study knowledge.
• Motivate the team to achieve and exceed daily, weekly, and monthly recruitment goals.
• Monitor live calls/texts, recorded calls/texts, and performance dashboards to ensure accuracy, professionalism, and adherence to scripts and compliance guidelines.
• Allocate workloads, manage schedules, and ensure adequate coverage for all calling shifts.
• Track and report team metrics, trends, and performance insights to management.
• Assist with forecasting call volumes and staffing needs.
• Support panelists as needed to ensure a seamless recruiting experience and strong conversion outcomes.
• Ensure all recruiting activities follow Good Clinical Practices (GCP), ethical standards, and regulatory requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees