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 quick-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 career 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.