Call Center Manager

Job summary

Lead recruitment operations for Phase I clinical trials by managing on-site and remote call center staff to ensure timely participant enrollment. Monitor performance metrics, optimize marketing strategies, and maintain accurate participant databases to meet study goals.

Job details

Pharma Medica Research (PMRI) Inc. is a Contract Research Organization that strives for innovation and original solutions in a highly regulated and competitive industry. If your career goals align with innovation and original thinking you will be the perfect candidate to be part of an inclusive, adaptable, and forward-thinking organization. Our reputation for delivering high quality research is outstanding. At PMRI we are committed to making a difference in healthcare and people’s lives. Come join our team! We are currently looking for a Call Centre Manager to join our team. We are seeking a results-driven Call Centre Manager to lead recruitment operations for Phase I clinical trials. This role is responsible for ensuring timely enrollment of qualified participants, optimizing call center performance, and delivering a high-quality participant experience. The ideal candidate combines strong leadership skills with data-driven decision-making and a deep understanding of recruitment operations. Key Responsibilities Develop and execute recruitment strategies to ensure timely enrollment of qualified participants in accordance with study protocols. Lead and manage day-to-day call center operations (on-site and remote), ensuring efficiency and high performance. Set clear performance targets; coach, motivate, and develop team members to deliver exceptional participant experience. Monitor call center metrics and recruiter performance daily; implement corrective actions to meet service and enrollment goals. Analyze recruitment data to optimize marketing and advertising strategies. Provide regular (daily/weekly) updates and reports on recruitment progress, performance metrics, and operational insights to management. Recruit, hire, train, and onboard call center staff to support study timelines and enrollment targets. Plan and manage staffing schedules to ensure adequate coverage and productivity across all shifts. Maintain accurate and up-to-date participant databases; coordinate closely with Clinical Operations on subject status (e.g., holds, releases, restrictions). Identify process improvement opportunities to enhance efficiency, data quality, and participant satisfaction. Conduct participant feedback surveys and implement quality improvement initiatives. Address participant inquiries, resolve complaints, and support team members with technical guidance. Manage and resolve conflicts between staff and participants in a professional and timely manner. Support broader clinical operations by performing additional duties as required. Qualifications Bachelor’s degree in Business Administration, Life Sciences, Healthcare Management, or a related field (or equivalent experience). 3–5+ years of experience managing a call center or recruitment team, preferably in healthcare, clinical research, or a regulated environment. Proven track record of meeting or exceeding recruitment or performance targets. Strong leadership, coaching, and team development skills. Experience with CRM systems, call center platforms, and data analytics tools. Excellent communication, problem-solving, and conflict resolution abilities. Ability to work in a fast-paced, deadline-driven environment with changing priorities. Knowledge of clinical trials, Phase I studies, or GCP guidelines is an asset. Key Performance Indicators (KPIs) Achievement of recruitment/enrollment targets within study timelines. Conversion rates (e.g., calls to screenings, screenings to enrollments). Call center productivity metrics (e.g., calls handled per agent, response time, abandonment rate). Data accuracy and timeliness of database updates. Participant satisfaction and feedback scores. Staff performance, engagement, and retention. Efficiency improvements and cost per enrolled participant. Compensation & Benefits Competitive base salary commensurate with experience. Performance-based bonus tied to recruitment targets and operational KPIs. Comprehensive benefits package (health, dental, vision). Paid time off and company holidays. Opportunities for professional development and career advancement. Dynamic and collaborative work environment within a growing clinical research organization. Please note all applications must be eligible to work within Canada. PMRI is an Equal Opportunity Employer; promoting accessibility and inclusivity at work and offering accommodation for applicants as required and requested. We thank all applicants for their interest; however, only those selected to proceed in the interview process will be contacted.

What you’ll do

Lead recruitment operations for Phase I clinical trials by managing on-site and remote call center staff to ensure timely participant enrollment. Monitor performance metrics, optimize marketing strategies, and maintain accurate participant databases to meet study goals.

Requirements

Requires a Bachelor's degree in Business, Life Sciences, or Healthcare Management and 3-5+ years of experience managing a call center or recruitment team. Candidates should have a proven track record of meeting performance targets and proficiency with CRM and data analytics tools.

Benefits

• Competitive base salary • Performance-based bonus • Health insurance • Dental insurance • Vision insurance • Paid time off • Company holidays • Professional development opportunities • Career advancement

Listed skills

• Leadership · Preferred
• Staffing, Scheduling · Preferred
• Data analysis · Preferred
• CRM Systems · Preferred
• Conflict Resolution · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Call Center Management
• Recruitment Strategy
• Leadership
• Data Analysis
• CRM Systems
• Conflict Resolution
• Performance Coaching
• Staffing Scheduling
• Clinical Trial Recruitment
• Budget Management
• Process Improvement
• Participant Experience Management

Job areas

• Management & Leadership
• Healthcare
• Science & Research
• Customer Service & Support
• Sales