Call Center and Recruitment Coordinator

The call center and recruitment coordinator oversees the fielding of social and market research studies, recruitment of participants for research studies and the team of agents supporting the call center. The incumbent will interact with project team members to ensure timely and efficient execution of research studies and will develop practices and policies related to external client communications. We are looking for a motivated individual with excellent communication, interpersonal and organizational skills. Under the general direction of the Field Operations Director, the call center coordinator is responsible for monitoring performance quality in support of research projects and departmental goals and initiatives.

Responsibilities:

• Supervise call agents to field surveys and conduct recruitment of participants for research studies.
• Set up day-to-day campaigns in the call system and monitor progress, quality of calls and accuracy of data entry.
• Schedule shifts, assign tasks, handle customer complaints, and analyze call center data.
• Provide project management support to ensure data collection meets study objectives. Oversee and coordinate all timelines.
• Troubleshoot issues with appropriate urgency and negotiate necessary changes.
• Communicate study progress and discuss issues with researchers.
• Estimate costs and time to achieve data collection. Monitor progress, costs and develop recommendations accordingly.
• Call Center Performance. Responsible for ensuring that phone interviewers have the knowledge and skills to successfully conduct screening, recruitment, and telephone surveys and to answer research participant’s inquiries.
• Agent Performance. Responsible for recruiting, training, managing, and monitoring agents/phone interviewers so that they have the skills and knowledge to meet study objectives.
• Balance Resources. Responsible for using resources efficiently and cost-effectively. Ensure the right level of resources is available to meet the call center’s needs. Ensure there are enough phone interviewers on duty to meet the project timeline.
• Reporting. Responsible for providing reports on various aspects of call-center and field operations performance to the management team.
• Responsible for the accuracy, quality, and timely delivery of all requested content to the client.
• Develop relationships with external and internal clients to best understand their needs.
• Updates job knowledge by studying trends in and development in quality management, research participant recruitment strategies, and field operations improvement; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Requirements:

• Bachelor’s degree
• 1 years of call center supervision or CATI experience. Call center operations knowledge preferred.
• Strong attention to detail
• Strong knowledge of customer care processes and techniques.
• Excellent leadership, communication, and interpersonal skills.
• Proficient in Word, Excel and PowerPoint for presentation and report development
• Proven track record of meeting or exceeding goals and objectives.
• Knowledge of cloud telephone platforms such as Genesys, Five9, or similar.
• Knowledge of SalesForce a plus
• English/Spanish bilingual a plus
• Ability to obtain and maintain a government public trust clearance.

If you are detail-oriented, possess strong communication skills, and meet the specified requirements, we strongly encourage you to apply. This role offers an opportunity to grow your skills and make a positive impact by ensuring the accurate and effective collection of valuable data. Join us in delivering exceptional customer service and advancing our commitment to excellence in research. Apply today and become a valued member of our dynamic team!

If you are interested in joining our team, please submit your resume to: jobs@eurekafacts.com