Call Center Manager

Job Description

REQUIREMENTS

• 3+ years managing a call center, patient access team, or similar high-volume phone-based operation; clinical research or healthcare experience strongly preferred
• Demonstrated fluency with CRM / dialer platforms and call-center reporting
• Working knowledge of HIPAA and GCP; comfort operating inside protocol I/E guardrails
• Track record of hitting funnel conversion and SLA targets in a metrics-driven environment
• Strong people leader — able to coach agents, run QA, and build a culture of accuracy and urgency

RESPONSIBILITIES

• Manage call center staff (inbound and outbound agents) and the pre-screening team: hiring, scheduling, coaching, QA, and performance management
• Execute study-specific pre-screening workflows built against protocol I/E criteria; ensure clean, accurate hand-offs to site CRCs
• Own core funnel KPIs — contact rate, lead-to-screen, screen-to-enroll, speed-to-lead, and cost-per-qualified-referral — and report weekly to the Head of Patient Recruitment
• Monitor call quality and script adherence; run ongoing QA, call calibration, and re-training
• Ensure all patient interactions are HIPAA-compliant and logged correctly in the CRM
• Partner with Project Management and Clinical Operations to align call volume with site capacity and enrollment velocity targets
• Troubleshoot operational issues in real time — staffing gaps, dialer/CRM issues, lead flow disruptions
• Surface pipeline risks early and recommend corrective action (script changes, staffing shifts, outreach intensification)

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