Call Center Supervisor

Job description

Company Description We are SGS – the world's leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 99,600 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world. Job Description: - The Call Center Supervisor is responsible for leading, training, and mentoring a team of clinical trial recruiters to ensure successful participant enrollment and retention for multiple studies. This roles involves collaborating closely with Panelist Recruiting Manager, Operations Support Coordinator and Panelist Recruiters - Supervise day‑to‑day operations of the call center panelist recruiting team, ensuring productivity and quality standards are consistently met. - Monitor team performance against KPIs such as conversion rates, call quality, productivity targets, and attendance. - Conduct regular coaching sessions, providing actionable feedback to improve individual and team performance. - Lead daily huddles to communicate goals, updates, and motivational messaging. - Develop and reinforce strong techniques to maximize panelist recru...