• 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

• 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

• Recruiting Updates
• Confirmation Reports
• Call Stats

Requirements:

• Associates Degree in Business, Science or related field required, Bachelor’s Degree preferred
• Ability to work in an environment with exposure to second hand smoke from combustible cigarettes and vapors from electronic cigarettes – Not more than 5% of the time
• Previous leadership/supervisor experience 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
• According to the Code of Virginia 18.2-371.2B, employees must be 21 years of age to work around tobacco products.
• Ability to work Monday - Friday 11:30am - 8:00pm

• Equivalent education and experience will be considered.