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Call Center Manager

May 2, 2026

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<ul><li>Develop and execute recruitment strategies to ensure timely enrollment of qualified participants in accordance with study protocols.</li><li>Lead and manage day-to-day call center operations (on-site and remote), ensuring efficiency and high performance.</li><li>Set clear performance targets; coach, motivate, and develop team members to deliver exceptional participant experience.</li><li>Monitor call center metrics and recruiter performance daily; implement corrective actions to meet service and enrollment goals.</li><li>Analyze recruitment data to optimize marketing and advertising strategies.</li><li>Provide regular (daily/weekly) updates and reports on recruitment progress, performance metrics, and operational insights to management.</li><li>Recruit, hire, train, and onboard call center staff to support study timelines and enrollment targets.</li><li>Plan and manage staffing schedules to ensure adequate coverage and productivity across all shifts.</li><li>Maintain accurate and up-to-date participant databases; coordinate closely with Clinical Operations on subject status (e.g., holds, releases, restrictions).</li><li>Identify process improvement opportunities to enhance efficiency, data quality, and participant satisfaction.</li><li>Conduct participant feedback surveys and implement quality improvement initiatives.</li><li>Address participant inquiries, resolve complaints, and support team members with technical guidance.</li><li>Manage and resolve conflicts between staff and participants in a professional and timely manner.</li><li>Support broader clinical operations by performing additional duties as required.</li></ul> Qualifications<ul><li>Bachelor’s degree in Business Administration, Life Sciences, Healthcare Management, or a related field (or equivalent experience).</li><li>3–5+ years of experience managing a call center or recruitment team, preferably in healthcare, clinical research, or a regulated environment.</li><li>Proven track record of meeting or exceeding recruitment or performance targets.</li><li>Strong leadership, coaching, and team development skills.</li><li>Experience with CRM systems, call center platforms, and data analytics tools.</li><li>Excellent communication, problem-solving, and conflict resolution abilities.</li><li>Ability to work in a fast-paced, deadline-driven environment with changing priorities.</li><li>Knowledge of clinical trials, Phase I studies, or GCP guidelines is an asset.</li></ul> Key Performance Indicators (KPIs)<ul><li>Achievement of recruitment/enrollment targets within study timelines.</li><li>Conversion rates (e.g., calls to screenings, screenings to enrollments).</li><li>Call center productivity metrics (e.g., calls handled per agent, response time, abandonment rate).</li><li>Data accuracy and timeliness of database updates.</li><li>Participant satisfaction and feedback scores.</li><li>Staff performance, engagement, and retention.</li><li>Efficiency improvements and cost per enrolled participant.</li></ul> Compensation & Benefits<ul><li>Competitive base salary commensurate with experience.</li><li>Performance-based bonus tied to recruitment targets and operational KPIs.</li><li>Comprehensive benefits package (health, dental, vision).</li><li>Paid time off and company holidays.</li><li>Opportunities for professional development and career advancement.</li><li>Dynamic and collaborative work environment within a growing clinical research organization.</li></ul> 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...