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
Job Summary
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 role involves monitoring team performance against KPIs such as conversion rates, call quality, productivity targets, and attendance while providing regular coaching and feedback.
SGS is recognized as the global benchmark for sustainability, quality and integrity, operating a network of 2,600 offices and laboratories worldwide.
Matching Summary
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.
Skills & Requirements
Must-have
call center team leadership
KPI-driven performance monitoring
clinical trial participant recruitment
sales coaching and conversion optimization
compliance with Good Clinical Practices
Nice-to-have
cross-functional collaboration
motivational team management
multi-project coordination
excellent verbal and written communication
Key Requirements
Bachelor's Degree in Health Administration, Health Sciences, Business or related field or equivalent experience
3-5 years of call center experience in recruiting, sales or customer engagement
experience in KPI-driven, metrics focused environment
knowledge of Good Clinical Practices and regulatory requirements