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.

Department: Operations
Function: Customer Service
Experience Level: Not Applicable