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Survey Team Lead

Survey Team Lead

ICFRiverside, CA, US
1 day ago
Job type
  • Full-time
Job description

Team Lead For Call Center

The Team Lead, reporting to the Data Collection Supervisor, will provide leadership and execution for a Call Center focused on Outbound Data Collection for Survey Research. The successful candidate's responsibilities will include staffing, training, scheduling, production, mentoring, supervision, quality, and reporting as ICF delivers results and meets the requirements for contracted work with a focus on telephone survey research. Having the ability, desire and experience to develop processes, lead and mentor others, and perform the critical tasks associated with an Outbound Call Center is critical to success.

The Operations Center operates 24 hours a day, 7 days per week. Applicants must be able to work during evenings and weekends.

Key Responsibilities

  • Role should be mainly agent facing.
  • Responsible for production and quality of a team of 15-20 agents.
  • Ensure agents are meeting individual production and quality goals and work with QC team to provide appropriate coaching and feedback.
  • Execute daily staffing goals, ensuring all projects reach the recommended hours as provided by management.
  • Ability to demonstrate strong communication skills, both written and oral, required.

Qualifications

  • High school diploma or equivalent required.
  • 6 months + documented work experience in a call center, contact center or processing center environment.
  • Must pass background check.

    • Preferred Skills / Experience

  • Minimum of 5 years of work experience in professional business environment.
  • Good understanding of CATI interviewing techniques and metrics including production rates, dial rates, after call work, refusal conversion / aversion
  • Experience with predictive dialing and data collection systems a plus.
  • Computer software programs proficiency including MS Office (Word, Excel) preferred.
  • Demonstrated ability to develop, implement and execute business processes for new business.
  • Strong issue management and risk mitigation background.
  • Strong personnel management skills and experience.

    • Professional Skills

  • Strong verbal, interpersonal and written communication skills required.
  • Strong analytical, problem-solving and decision making capabilities required.
  • Team player with the ability to work in a fast-paced environment is a must.
  • Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required.
  • Ability to be flexible to handle multiple priorities and to work limited overtime as necessary required.

    • ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future. We can only solve the world's toughest challenges by building a workplace that allows everyone to thrive. We are an equal opportunity employer. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals.

    We will consider for employment qualified applicants with arrest and conviction records. Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation, please email Candidateaccommodation@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

    At ICF, we are committed to ensuring a fair interview process for all candidates based on their own skills and knowledge. The use of artificial intelligence (AI) tools to generate or assist with responses during interviews (whether in-person or virtual) is not permitted. However, we understand that some candidates may require accommodation that involves the use of AI. If such an accommodation is needed, candidates are instructed to contact us in advance at Candidateaccommodation@icf.com.

    Pay Range : $34,392.00 - $58,466.00 Nationwide Remote Office (US99)

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    Team Lead • Riverside, CA, US