Manager, Call Center

As the Manager Call Center, you will serve as the primary supervisor for our business support team, overseeing the end-to-end recruitment of research panels and the management of participant databases. This is a working supervisor role; you will be responsible for the team’s results while remaining hands-on with recruitment tasks. You will work within established practices to ensure our research panels are high-quality, compliant, and ready for deployment.
Key Responsibilities

• Supervisory Leadership: Provide day-to-day supervision to the business support staff, ensuring both the quality and quantity of tasks performed meet our rigorous standards.
• Recruitment & Database Oversight: Coordinate recruitment efforts for specialized research panels and maintain the integrity of participant databases.
• Problem Solving: Analyze information to solve ongoing operational problems and identify efficiencies within recruitment workflows.
• Coaching & Development: Provide consistent coaching on performance, coordinate daily team activities, and conduct quality checks on work progress.
• Operational Alignment: Utilize a comprehensive understanding of processes and systems to ensure the team integrates seamlessly with other departments to achieve shared objectives.

 

• Experience: 6+ years of experience in business support functions, including direct supervisory experience.
• Expertise: Comprehensive understanding of processes, procedures, and systems related to recruitment and database management.
• Communication: Exceptional tact and diplomacy; ability to communicate ideas and instructions in a concise, logical, and professional manner.
• Strategic Integration: Knowledge of how the recruitment team integrates with the broader research organization to coordinate resources effectively.
• Impact: A proven track record of impacting the overall quality and output of a support team.

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