Call Centre Agent - Contract - Glendale, CA
Are you an organised, customer-focused professional who enjoys managing high call volumes while making a meaningful impact on clinical research?
Proclinical is seeking a Call Center Coordinator to join a dynamic team supporting clinical research recruitment efforts.
Primary Responsibilities:
In this role, you will manage high-volume inbound and outbound calls, assist potential trial volunteers, and coordinate recruitment activities for assigned studies. This position requires strong organizational skills, the ability to thrive in a fast-paced environment, and a proactive approach to problem-solving.
Skills & Requirements:
- Strong interpersonal, verbal, and written communication skills.
- Excellent organizational and problem-solving abilities.
- Exceptional telephone etiquette and customer service skills.
- Ability to manage multiple tasks, prioritize effectively, and maintain attention to detail.
- Flexible and adaptable to new assignments and learning opportunities.
- Willingness to work evenings or weekends as needed.
- Experience in high-volume, high-stress call center environments or clinical research-related roles is highly desirable.
- Proficiency in data entry and familiarity with call distribution systems (e.g., Cisco Enterprise Contact Center) is a plus.
- High school diploma required; a bachelor's degree in communications, healthcare, or a science-related field is preferred.
The Call Centre Agent's responsibilities will be:
- Handle a high volume of inbound and outbound calls (60-70 daily) and manage patient queues efficiently.
- Coordinate incoming and outgoing communications related to specific clinical studies.
- Collaborate with the screening team to schedule appointments and share relevant information with call center personnel.
- Monitor recruitment efforts, provide updates to the study team, and suggest strategies to optimize participant enrollment.
- Review clinical trial protocols and develop study-specific recruitment materials, such as telephone scripts and fact sheets.
- Conduct telephone screenings with potential trial participants using approved scripts and strategies.
- Maintain accurate records of volunteer data and communications in the Volunteer Database and ClinBase system.
- Participate in team meetings to provide recruitment updates and contribute to project planning.
- Support team development by fostering a positive, results-oriented work environment and encouraging collaboration.
- Assist with performance reviews and other staff management activities as needed.
- Take on additional projects or duties as assigned by the Call Center Manager or Management.
Compensation:
If you are having difficulty in applying or if you have any questions, please contact Alex Kelly at a.kelly@proclinical.com
If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.
Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.
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