Call Center Manager (Toronto)

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 setting within a growing clinical research organization. Please note all applications must be eligible to work within Canada. PMRI is an Equal Prospect 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. Apply on Kit Job: kitjob.ca/job/2nlo2x