Sample Control Lead

Job Title

Sample Control Lead

Client Services Manager

Under general supervision, the WETLAB Sample Control Lead (SCL) manages the sample control infrastructure that supports the WETLAB daily operations. This includes managing the sample control systems/personnel and all other activities/ personnel assigned. This position will take the lead on ensuring that there is compliance and consistency within their area around prescribed sample control management programs and practices. Provides leadership and implementation of policies and procedures for department.

SCL promotes effective and efficient department operations and meeting quarterly and annual priorities as set in the WETLAB Strategic Plan. Assume full management responsibility for all assigned functions and personnel. Familiar with a variety of practices and procedures to manage and develop staff and fulfill client needs.

$25.00 – $34.00 per hour

• Supervises the team in Sample Control

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Plan, direct, control Sample Control efforts – lead teams to exceed targets, ensure excellent quality service is provided.
• Manage, develop, and mentor all Sample Control staff and create an environment to exceed department and organizational goals.
• Deliver client driven service, efficient services, operational quality, and control of costs by continually monitoring and improving the Daily Standards.
• Achieve departmental goals, objectives and priorities as described in the WETLAB Strategic Plan.
• Act as liaison between the clients and laboratory manager.
• Act as a liaison between sample control and laboratory staff.
• Responsible for overall productivity of Sample Control
• Deliver samples intact and in proper condtion(s) – (i.e. – filtered, preserved, etc) within hold time to WETLAB laboratory personnnel.
• Manage orderliness of front office.
• Deliver subcontracted samples intact and proper holding condtions within hold time.
• Manage orderliness of front office.
• Collaborate with WETLAB Client Services Manager to ensure fleet vehicles are properly maintained and replaced as needed.
• Establish and maintain high standards of service quality.
• Ensure staff visibility to clients and prospects and facilitate an excellent client experience.
• Implement and execute process and technology improvement initiatives.
• Assess and monitor workload, identify opportunities for improvement, direct and implement changes.
• Develop client relationships and maintain communication with clients and outside organizations.
• Maintain client satisfaction; oversee and execute WETLAB Client Retention Plan.
• Responsible for staff coverage during business hours, work to change and optomize staffing as needed.
• Provide leadership support and presence for staff.
• Set performance objectives and standards, rate and review Sample Control staff, model professionalism and uphold team morale.
• In conjunction with Human Resources, responsible for overseeing disciplinary actions, answering and resolving staff questions or concerns as they arise.
• Responsible for employee onboarding, training, and procedure review.
• Ensure safety training is executed and protocols followed.
• Approve timecards, schedules, and PTO/sick time off, working to minimize overtime, and correcting any time changes per employee request (such as missed clock in or out).
• Act as first point of contact for interviews with potential new staff.
• Comply with all company policies and procedures and state and federal guidelines and regulations.
• Other duties as assigned.

• Success in working with cross-functional with teams.
• Excellent verbal and written communication skills with successful record of presenting via telephone, virtually, and in person to both large and small groups.
• Ability to work with multiple staff while managing several projects simultaneously.
• Excellent interpersonal and customer service skills.
• Well-versed in customer service triage and de-escalation techniques.
• Ability to direct workflow to support a cohesive team operation and assist co-workers as…