About the Role

We are seeking a proactive and people‑focused Team Leader to manage a group of Inbound and Outbound Customer Service Agents supporting global clinical trial operations. The Team Leader will be responsible for overseeing day‑to‑day performance, ensuring compliance with processes, and driving service excellence in a 24/7 environment. The ideal candidate is dual‑skilled—capable of managing a team while also assisting with Workforce Management (WFM) tasks such as scheduling, staffing adjustments, and adherence monitoring. This balance ensures operational efficiency, proper coverage, and a seamless experience for our clients and clinical trial sites worldwide.

Key Responsibilities

• Supervise, mentor, and coach a team of customer service agents handling inbound/outbound calls, emails, and escalations.
• Monitor daily operations to ensure SLAs and KPIs (call handling, documentation accuracy, escalation timeliness) are consistently achie...