Call Centre Manager

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We are excited to announce an opportunity for a Call Centre Manager to join our dynamic team at Nucleus Network.

As the only global phase 1 clinical trials specialist with facilities in Australia, the USA and the UK, we are committed to "advancing medicine and improving lives" by attracting exceptional talent.

Since our founding in 2004, Nucleus Network has successfully conducted over 1500 phase 1 clinical trials for biotechnology and pharmaceutical companies from the USA, Europe, Australia, Japan, South Korea, Taiwan, and China.

Our organization is characterized by our core values, outstanding work culture, dedication to staff development, and commitment to providing an optimal work environment.

Join us on this exciting journey of growth and gain world-class experience working with some of the most innovative biotechnology and pharmaceutical companies globally.

About the role

Participant Recruitment Services is responsible for attracting a diverse pool of participants for our Phase 1 clinical trials.

The successful candidate will be responsible for managing the day-to-day operations of our contact centre, ensuring efficient, effective and high-quality recruitment of participants.

Key responsibilities

Achieve targets – lead a performance culture in the team to deliver required booking targets of high-quality participants to enable our sponsors to meet their study timelines

Operational Efficiency- develop and implement strategies to optimize call centre operations, ensuring high levels of productivity and quality. Analyse centre data to identify trends, opportunities, and areas for improvement

Quality Assurance- monitor and evaluate call centre performance, implementing improvements as needed to enhance participant recruitment and satisfaction

Innovation – drive and embrace new ways of working to improve efficiency and effectiveness of the Participant Recruitment team

Collaboration- work with Marketing, Project Managers, Clinical Operations and other stakeholders to align recruitment strategies with study objectives

Reporting- prepare and present regular reports on call centre performance, recruitment metrics, and other key indicators to senior management to support decision making and action

Enhance team performance, through training and leadership

Improve participant experience by maintaining high levels of satisfaction and trust

Ensure data accuracy and management, maintaining accurate records and utilizing CRM systems

Monitor call centre operations and implement continuous improvement initiatives

Requirements

Leadership experience in a contact centre environment, preferably within the healthcare or service industry

Proven expertise in enhancing technology platforms to improve call centre efficiency and customer engagement

Minimum of 5 + years' experience in call centre management

Experience leading people and supporting their professional growth

Proficiency in configuring and managing IVR systems and optimizing ACD systems

Experience with Salesforce and Genesys (Highly desirable)

Detail-oriented, results-driven and able to work in a fast-paced environment

Meaningful Impact-'advancing medicine, improving lives'of people around the world

Professional Growth Opportunities -we believe in investing in our employees' development

Employee Recognition -your hard work and achievements will be recognized and rewarded

Employee Wellness Initiatives -we prioritize the health and wellbeing of our employee

If you are interested in applying for this position, please include a CV and cover letter with your application.

At Nucleus Network we are committed to creating a supportive and inclusive space where every individual feels they can be their full selves. Our policy applies to all aspects of employment, including our hiring and selection process. We are an equal opportunity employer; seeking people from all life stages, backgrounds and life perspectives. Our focus are people who embody our values of care, collaboration and innovation.

We thank you for the time taken to apply, for further information go to

Salary match Number of applicants Skills match

Your application will include the following questions:Have you worked in a call centre before? Which of the following statements best describes your right to work in Australia? Do you have experience in a sales role? How many years' experience do you have as a Contact Centre Manager? How many years of recruitment experience do you have? Which of the following Customer Relationship Management (CRM) systems do you have experience using? What's your expected annual base salary? How much notice are you required to give your current employer?

Nucleus Network is Australia's largest Phase 1 clinical research organization and the only Phase 1 specialist globally with facilities in the USA and Australia. Since our establishment in 2004, Nucleus Network has conducted well over 1000 Phase 1 clinical trials for Biotechnology and Pharmaceutical Companies from across the globe, including China, Europe, Japan, South Korea, Taiwan and the USA.

Nucleus Network is Australia's largest Phase 1 clinical research organization and the only Phase 1 specialist globally with facilities in the USA and Australia. Since our establishment in 2004, Nucleus Network has conducted well over 1000 Phase 1 clinical trials for Biotechnology and Pharmaceutical Companies from across the globe, including China, Europe, Japan, South Korea, Taiwan and the USA.

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