Call Center Supervisor

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.

• 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 recruitment success.
• Implement strategies to boost conversion rates and overcome common objections.
• Identify training opportunities to enhance skills and study knowledge.
• Motivate the team to achieve and exceed daily, weekly, and monthly recruitment goals.
• Monitor live calls/texts, recorded calls/texts, and performance dashboards to ensure accuracy, professionalism, and adherence to scripts and compliance guidelines.
• Allocate workloads, manage schedules, and ensure adequate coverage for all calling shifts.
• Track and report team metrics, trends, and performance insights to management.
• Assist with forecasting call volumes and staffing needs.
• Support panelists as needed to ensure a seamless recruiting experience and strong conversion outcomes.
• Ensure all recruiting activities follow Good Clinical Practices (GCP), ethical standards, and regulatory requirements.

• Bachelor's Degree in Health Administration, Health Sciences, Business or related field or equivalent combination of education and experience
• 3-5 years of call center experience, preferably in recruiting, sales or customer engagement
• Experience working in KPI-driven, metrics focused environment with proven success improving team performance
• Demonstrated background in sales coaching, conversion optimization or high-volume outreach teams.
•  Ability to manage and coordinate multiple projects in a fast-paced, highly professional environment.
•  Excellent verbal and written communication skills. Ability to effectively communicate with potential participants, team members, and cross-functional partners.

SGS is an Equal Opportunity Employer, and as such we recruit, hire, train, and promote persons in all job classifications without regard to race, color, religion, sex, national origin, disability, age, marital status, sexual orientation, gender identity or expression, genetics, status as a protected veteran, or any other characteristics protected by law.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skills, and/or abilities required.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company’s rights to assign or reassign duties and responsibilities to this job at any time.

If you are applying for a position within the United States and you have difficulty completing the on-line employment application because of a disability, please call 201-508-3149 for assistance and leave a message. You will receive a call back.  Please note, this phone number is not for general employment information, but is only for individuals who are experiencing difficulty applying for a position due to a disability.