Head Of Operations (Call Centre)

**About SubjectWell**:
SubjectWell is a venture-backed technology startup on an unstoppable mission to disrupt patient recruitment for clinical trials, a $100 billion dollar sector. Clinical trials need millions of qualified patient volunteers, but regularly fall behind schedule because patients are unaware of the benefits of clinical trials or even how to get involved. SubjectWell was founded by two entrepreneurs on their third successful startup finding consumers and matching them with opportunities in digital marketplaces. SubjectWell is transforming patient recruitment with the creation of the first and only clinical trials marketplace. We broadly educate people on the benefits of research participation and allow interested patients to choose from and be screened against multiple clinical trials in the marketplace. Since 2012, SubjectWell's high-touch approach has helped over 115 pharmaceutical and biotech companies find qualified patients in over 175 therapeutic areas.
SubjectWell is looking for exceptional people, who are passionate about their field of expertise. Your work will build an innovative healthcare startup that is helping patients access promising care and is speeding the delivery of new medical treatments to the world.
Here is your chance to really make a difference, both in your career and in the lives of millions.
**About the Position**:
SubjectWell is hiring a Head of Operations in our Cape Town, South Africa office. Reporting to the Managing Director, this individual will look after our call center operations and will have a direct impact in acquiring, engaging, cultivating and leading our patient education and recruitment initiatives on a global scale.
Our Patient Recruitment Team is the first point of contact, speaking to thousands of patients a day from diverse backgrounds across the globe who typically are not aware of clinical trials or how to get started. Whether patients are healthy or have a chronic condition, our goal is to match patients with clinical trial opportunities by educating them on the benefits of clinical trial participation and holding their hand through the process.
SubjectWell's culture is grounded on a belief in transparency, collaboration, innovation, performance, analytics, &
continuous learning. Our focus is on building an incredible, patient-centered contact center, providing every team member the opportunity to do the best work of their careers.
In partnership with our Managing Director, the Head of Operations will be responsible for partnering together to drive our patient education efforts by establishing our strategy and operationalizing it through our internal patient recruitment teams. This individual will analyze performances and develop expectations to drive resource efficiency, sustainable quality, cost, and service delivery to ensure an efficient operation in an environment intensely focused on delivering an exceptional patient experience. The leader in this role will actively contribute to the overall company operational targets as well as the daily business decisions.
**Responsibilities**
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
- Hire and retain a world-class team of medical professionals. Inspire, encourage, enable, and develop high performers, while building a culture of predictability, accountability, and consistency.
- Partner with the Managing Director to develop effective call center strategies and processes, establishing a high level of quality, accuracy, and consistency. Proactively identify opportunities for improvement.
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
- Establish effective and actionable metrics to employ a data-driven approach in developing and improving performance across the call center.
- Drive a culture of continuous improvement by establishing and maintaining a high performing team where new ideas and solutions are encouraged, evaluated, quantified and implemented.
- Develop, implement and maintain effective internal Quality Assurance (QA) programs fostering continuous improvement and exceeding performance goals.
- Liaise with our in-country partners who provide facilities, infrastructure and logístical support.
- Maintain awareness of individual study criteria to ensure accurate screening and study-specific goals are being met.
**Qualifications**
- 7+ years of call center management experience, healthcare background a plus.
- Strong leadership skills in managing a mid-sized to large call center operation.
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to call center.
- Exceptional ability to develop and manage results-