[Hiring] Project Recruitment Team Lead @M3USA

Role Description

The Project Recruitment Supervisor is responsible for overseeing the Project Recruitment Associate team, effectively assisting with the recruitment of projects through calling efforts. The primary focus of the Supervisor is to ensure the team is delivering project completes and maintaining the highest quality while meeting agreed KPIs. The role manages workload, maintains accurate records, monitors progress against requirements, and consistently meets agreed recruitment targets, milestones, and deadlines.

Scope of Services

• Project Recruitment:
  • Recruit qualified panellists and non-panellists for allocated quantitative and qualitative research projects through outbound and cold calling, email follow-up, and online desk research to identify potential respondents and contact details.
  • Clearly communicate study requirements, participation details, and next steps to potential respondents during recruitment calls.
  • Provide relevant feedback on project feasibility and recruitment conditions using market intelligence gathered through conversations with potential respondents.
  • Meet daily call-volume and recruitment strike-rate targets.
  • Adhere to established phone communication quality standards and guidelines.
  • Assign projects and manage team workload distribution, ensuring all projects are assigned for outbound calling.
  • Assist in the training, mentoring, and support of team members by providing day-to-day direction, tracking results, and helping team members build the skills needed to perform successfully.
  • Ensure team adherence to calling procedures and quality standards through live call monitoring, procedure reviews, and regular coaching, including role-play, to maintain accuracy, consistency, and compliance with expectations.
  • Identify performance gaps and partner with leadership to support appropriate development plans, feedback, and follow-up for team members as needed.
  • Partner with CR team leads, to provide input that supports feasibility, proposal development, and business growth opportunities through custom calling efforts.
• Panel Support & Engagement:
  • Follow up with study participants by phone to convert them into registered panel members.
  • Contact inactive panel members and invite them to participate in studies to reactivate their accounts.
  • Provide professional support to research participants throughout the recruitment process.
  • Use multiple systems to investigate and resolve issues, manage complaints, and offer appropriate solutions or alternatives.
  • Collaborate with US and EU teams to resolve project-specific issues while balancing participant advocacy with company profitability.
  • Build strong relationships with panel members through timely, professional communication, effective problem-solving, and creative thinking.
• Video/Camera-On Expectations:
  • Video/camera must be on for all virtual calls, including team meetings, one-to-ones, project calls, training sessions, and client-facing calls. Alternative arrangements may be available where required and should be discussed with the Company’s engagement contact.
• As part of the services provided, the Contractor is required to comply with ISO 20252:2019 and ISO 27001 standards.

Service Standards

• Maintain reliable availability consistent with the schedule agreed for this engagement.
• Participate in video conferences - including team meetings and client-facing interactions - with camera on.
• Work cooperatively and respectfully with Company personnel, clients, and other stakeholders.
• Comply with the Company’s quality, security, and confidentiality requirements applicable to this engagement.
• Communicate (verbally and in writing) in a timely manner with Company stakeholders.
• Incorporate updated procedures and processes into service delivery as required by the scope of work.

Qualifications

• Bachelor's degree or equivalent preferred.
• 2+ years of outbound dialing or outbound sales experience.
• Experience in healthcare, B2B or B2C calling for market research projects preferred, but not required.
• Exceptional written and verbal communication skills, with demonstrated knowledge of English grammar rules.
• Strong Microsoft Office skills (Excel) and quick learner of new technologies/software.
• Basic math skills, with the ability to calculate incidence rate, response rates, profit, etc.
• Interest, natural curiosity, or previous experience/exposure within the healthcare space.
• Strong critical thinking skills and initiative to improve skills and troubleshoot proactively with the PM, using all available resources to support project success.
• Ability to work autonomously and in a team environment to successfully meet study-specific and departmental objectives.
• Self-motivated and able to (re)prioritize tasks throughout the workday.
• Exceptional time management, organizational skills, attention to detail, and ability to multitask.

Additional Information

• Please share your CV in English.
• Note: this will be an independent contractor position.