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Team Lead Patient Recruitment


The Team Leader, Patient Recruitment manages the recruitment team and is responsible for the performance of the department.

 

 

This role will be perfect for you if:  

  • You like managing people and highly sensitive priorities
  • You are excellent in running reports
  • You are not afraid of teamwork and displays excellent customer service skills

 

 

RESPONSIBILITIES

 

  • Ensure the management of daily operations while ensuring compliance with service and quality standards;
  • Analyze the performance of the department and recommend improvements;
  • Manage the recruiting team by stimulating their engagement and encourage positive communication and openness to feedback;
  • Assess staff needs and be responsible for hiring;
  • Assist in the development of training materials to support call center operations;
  • Provide training for his team and new employees;
  • Take calls that recruiters cannot handle and be physically available to help and answer questions from their team;
  • Monitor the queue and track incoming calls;
  • Communicate to the recruiters the performance indicators of the department: number of incoming calls, number of pending calls, abandonment rate, etc.;
  • Ensure the management of daily operations while ensuring compliance with service and quality standards;
  • Compile and analyze the statistics generated by the call center activities;
  • Work schedules with recruiters to ensure that monthly targets are met;
  • Ensure the integrity of the call center database by performing quality control through automated reporting;
  • Improve the overall quality of call center operations by proposing continuous improvement;
  •  Maintain operational equipment according to established procedures.

IDEAL PROFILE 

 

 

 

Education  

  • Secondary or vocational diploma in a relevant field;

 

 

Experience  

  • Minimum of 2 years of experience in customer service;
  • Experience in a call center;
  • Good knowledge of good clinical practices, and applicable Health Canada and Food and Drug Administration (FDA) regulations/guidelines.

 

 

Knowledge and skills 

  • Integrity, diligence and rigor;
  • Advanced knowledge of Microsoft Office Suite (Excel-Word);
  • French / English bilingualism (oral and written);
  • Demonstrates strong communication and listening skills;
  • Sense of organization, initiative and autonomy;
  • Likes teamwork;

 

The work environment 

 

At Innovaderm, you will work with brilliant and driven colleagues. Our values are collaboration, innovation, reliability and responsiveness. We offer a stimulating work environment and attractive advancement opportunities. 

 

In this position, you will be eligible for the following perks: 

  • Flexible work schedule 
  • Permanent full-time position 
  • Complete benefits (medical, dental, vision, RRSP, vacation, personal days, virtual medical clinic, public transportation rebates, social activities) 
  • Offices near public transportation (Sherbrooke metro station or Saint-Laurent metro station) 
  • Possibility of working from home in accordance with company policies and public health directives 
  • Ongoing learning and development 

 

 

About Innovaderm  

Innovaderm is a contract research organization (CRO) specialized in dermatology. Since its beginnings in 2000, our organization has benefited from a solid reputation for the quality of its research and services exceeding the expectations of its clients. Based in Montreal, Innovaderm continues to grow and expand in North America and Europe. 

 

Innovaderm is committed to providing equitable treatment and equal opportunity to all individuals. As such, Innovaderm will provide accommodations throughout the recruitment and selection process to applicants with disabilities, upon request. 

Innovaderm only accepts applicants who can legally work in Canada. 

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