Posted March 25, 2024

Call Center and Recruitment Coordinator

EurekaFacts LLC  | US

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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 participant recruitment for research studies.
• Set up day-to-day campaigns in the call system, monitor progress, and ensure quality of calls and 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 required for data collection. Monitor progress, costs, and develop recommendations accordingly.
• Ensure that phone interviewers have the knowledge and skills to successfully conduct screening, recruitment, telephone surveys, and address research participant inquiries.
• Recruit, train, manage, and monitor agents/phone interviewers to meet study objectives.
• Efficiently balance resources to meet the needs of the call center and project timelines.
• Provide reports on various aspects of call-center and field operations performance to the management team.
• Ensure accuracy, quality, and timely delivery of all requested content to clients.
• Develop relationships with external and internal clients to understand their needs effectively.
• Stay updated on trends and developments in quality management, research participant recruitment strategies, and field operations improvement.

• Bachelor’s degree
• 1+ years of call center supervision or CATI experience, with preferred knowledge of call center operations
• Strong attention to detail
• Knowledge of customer care processes and techniques
• Excellent leadership, communication, and interpersonal skills
• Proficiency 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, with experience in SalesForce being a plus
• English/Spanish bilingualism is advantageous
• Ability to obtain and maintain a government public trust clearance.

EurekaFacts, LLC is an Equal Opportunity Employer committed to making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class. If you need a reasonable accommodation for any part of the employment process, please let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis.

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