Call Center Agent

Work Location: onsite in Glendale, CA Parexel Early Phase Clinical Unit supports the development of innovative new medicines which are vital for public health, improving outcomes, and saving lives. The early phase and “first in human” trials are the first step in testing these novel treatments in humans. At Parexel, the Call Center Agent is a business crucial role in ensuring panels of volunteers for clinical research studies conducted at the Parexel Baltimore and Los Angeles Early Phase Clinical Units (EPCUs) are filled on time and are in compliance with all sponsor protocols, Good Clinical Practices (GCPs), EPCU Standard Operating Procedures (SOPs), and any other applicable regulations. The person in this position ensures that all departmental work is timely, efficient, and of the highest quality. Your ActivitiesCoordinating all aspects of incoming and outgoing calls and emails as they relate to specific assigned studiesInterfacing with the screening team regarding screening appointment dates/times and communicating this information to all relevant call-center personnelCommunicating and coordinating status of recruitment efforts within the call-center and initiating any increased efforts to maximize recruitment for assigned studiesProviding regular updates to the study team and management on recruitment progressReviewing clinical trial protocols and developing study specific recruitment documents – e.g., telephone scripts, study fact sheets, call strategies, etc.Telephone screening potential trial volunteers according to study specific telephone scripts and the daily recruitment strategyHandling incoming and outgoing calls to potential volunteers and closely track daily activity utilizing the Cisco Enterprise Contact Center (automated call distribution system)Scheduling screening appointments and record appropriate volunteer data in ClinBase™Data entry of all communications to the Volunteer Database for assigned studiesParticipating in team project meetings for regular recruitment updates on assigned studiesUndertaking the full range of duties relevant to the management and development of the team to ensure their performance meets and or exceeds both the business and their own personal goals/objectivesMaintaining a positive, results orientated work environmentBuilding partnerships and modeling teamworkCommunicating to the team in an open, balanced, and objective mannerVarious other projects/duties as assigned by the Call-Center Manager or Management based on company need Your ProfilePrevious experience working in a high-volume call center setting - managing inbound and outbound callsA flexible attitude with respect to work assignments and new learningAbility to work evenings or weekends as projects dictate (schedule is typically weekday shift)High School Diploma required. Bachelor's degree preferred. Base Pay Range: $20.00 to $23.00 per hour. Actual salaries may vary within the range based on several factors including, but not limited to education, training, experience, professional achievement, and location. In addition to base salary, some roles may be eligible for participation in Parexel’s annual performance-based bonus plan, annual salary review and additional total rewards incentives. Our talent acquisition team will provide additional details on our bonus plan or incentive programs for those eligible roles. For all eligible employees, we offer market leading benefit programs including paid time off, 401k match, life insurance, health insurance, and other benefit offerings in accordance with the terms of applicable plans.