Call Centre Team Lead

Cape Town, Western Cape, South Africa Full-time

About SubjectWell


SubjectWell is a venture-backed startup on an unstoppable mission to disrupt the antiquated $100 billion dollar clinical trial patient recruitment sector. Almost all clinical trials fall behind schedule, leaving patients unable to access the most promising treatments and pharmaceutical and biotech companies unable to quickly carry their innovations to market. SubjectWell was founded by two entrepreneurs on their third successful startup, to unlock the potential of a true marketplace for clinical trials. We leverage proven data science and performance marketing techniques to hit a hard reset to the massive patient recruitment challenge that sits at the critical nexus of speeding delivery of the best therapeutics to the world.

Here's your chance to really make a difference, both in your career and in the lives of millions.

About the Position

Phone based screening is central to our process of matching patients to trials. This Call Centre Team Leader position is for a Team Leader who will be responsible to oversee the performance, coaching and training of a team of 15 – 20 Clinical Trial Recruiters.  

Responsibilities and Duties

  • Managing a team’s day to day operations
  • Motivating a team of experienced professionals, who each screen 60+ patients per day
  • Building and growing a team through coaching, development and encouragement in order to drive a high-performance culture
  • Implementing change and rolling out new processes for continuous improvement.
  • Shaping the direction of the team, keeping them focused and motivated to deliver the right results in a rapidly growing business
  • Organizing and facilitating on-boarding to all new staff once they have passed the incubation phase as well as ongoing training to more tenured staff to ensure targets and requirements are met
  • Ensuring ongoing outcome-based coaching with a keen understanding of call compliance ensuring delivery with the highest quality standard in mind
  • Maintaining awareness of individual study criteria to ensure agents are screening calls accurately and study specific goals are being met

Qualifications and Skills

  • 2+ years of Call Center Leadership experience
  • Strong leadership skills
  • Excellent coaching and development skills
  • Ability to demonstrate positive and professional leadership behavior to drive employee engagement
  • Attendance and punctuality with the ability to work a flexible schedule that may include evenings and weekends
  • Comfort in a fast-paced environment
  • Ability to work independently and proactively with excellent time management
  • High proficiency in Microsoft Office
  • Proficient in the English language with outstanding interpersonal and communication skills, both written and spoken

Operational Working Hours

  • Monday to Friday 3pm – 12am (4pm-12am after daylight savings time)

Employee Benefits

  • Basic Salary R18 000/month
  • Monthly Commission based on performance
  • Medical Insurance Benefit
  • Pension Fund
  • Company Stock Options
  • Paid Time Off
  • Paid Holidays
  • Flexible Vacation
  • Free transport from work to home