Team lead/site lead
role and responsibilities:
assisting the moderators to facilitate study operations, oversee moderator performance, and uphold data integrity during research endeavors.
efficiently coach moderators in meeting key performance indicators (kpi's)/metrics such as quality, schedule adherence etc.
implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance.
maintenance of participant's pipeline tracker.
assisting with scheduling participants to backfill last minute cancellations.
ensure active participation (both team & self) during comprehensive training provided by client on study protocols, alongside proficiency in data collection-specific software and hardware.
manage and drive performance from the associates in meeting service level agreements.
take appropriate and timely disciplinary action on performance, attendance, schedule adherence, behavior, misconduct, etc.
provide excellent customer service and determine the needs of the client.
ensure the teams they are involved with are aware of the combined end goals.
establish operations objectives and work plans, delegate assignments to subordinate associates when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction.
do root cause analysis to create action plans / goals to improve performance.
collaborate with various support groups – recruitment, training, quality, hr, workforce to deliver business results.
applicant's specifications & qualification:
preferred (not required): candidate has a bachelor's/college degree, any field.
basic understanding & exposure to networking concepts is added advantage.
excellent communication & analytical skills.
results-oriented
process-oriented
previous supervisor experiences specializing in customer service / research study (preferred)
postulate a esta vacante o comparte tu cv actualizado al correo mencionado en datos de contacto con fernando chapina.
tech mahindra is an equal employment opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions with or without reasonable accommodations. Reasonable accommodations also are available in the hiring process for applicants with disabilities.