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Operations Manager (Attendee Recruitment and Registration)

Job Purpose: Responsible for overseeing the day to day operation of the recruitment and registration team’s processes, scheduling, and quality control. The recruitment and registration team are part of the Speakers Bureau department at Evolution and support outbound recruitment, which includes dissemination of invitations, confirmations and reminders as well as outbound invitation calls, inbound registration processing, and data entry into client required systems. The Operations Managers objective is to ensure the team of coordinators accomplish client deliverables while successfully partnering with internal meeting planners.

Primary Duties and Responsibilities:

  • Supervisory responsibilities such as recruiting, selecting, orienting, training, assigning, coaching, and disciplining employees; Administering scheduling system; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
  • Improves team operations by monitoring performance, maintaining current process documentation, identifying and resolving problems, preparing and completing action plans, and completing system audits and analyses
  • Tracks and reports key metrics such as dropped calls, average wait time, agent availability, calls to voicemail, and other pertinent call center metrics
  • Prepares and manages the master schedule of deliverables with the input of the Sr. Operations Managers, and proactively signals any resources needs to Sr. Director, Operations.
  • Proactively QC’s live and recorded phone calls, as well as print materials to ensure they follow approved protocol; provides immediate feedback and corrective action to staff
  • Oversees outbound, inbound shipments, organization of supply room, par levels and ordering of meeting supplies
  • Partners with other team members and vendors to execute attendee recruitment tactics.
  • Administration of the Evolve phone system as it relates to toll free customer service lines

Qualifications:

  • Bachelor's degree in communications, marketing, hospitality or similar customer-focused field.
  • Minimum of 3 years’ experience working with pharmaceutical companies to execute promotional education programs.
  • Minimum of 2 years’ experience in a supervisory role within a call center, recruitment team or other related customer service environment
  • Must possess advanced customer service, analytical and problem-solving capabilities.
  • Must be comfortable in a leadership role, and be self-motivated to achieve success.
  • Requires excellent communication skills to form great working relationships with other individuals within the team.
  • Must be extremely savvy with basic Microsoft office tools such as Outlook and Excel
  • Highly Preferred: Knowledge of Evolve/Osmosis (or similar) call management software; experience working with email campaign tools and salesforce.com software.

Working Environment:

Normal office environment. May require evening and weekend hours during peak times. 

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