Call Center Team Lead I

Posted yesterday

decision information resources dirHouston (TX)

Survey Researchers Telemarketing Bureaus and Other Contact Centers

SENIORITY

Junior

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About the role

Team Lead Decision Information Resources, Inc. is seeking a motivated, detail-oriented, and experienced individual to work as a Team Lead in our Houston call center. DIR is a research organization that, on behalf of federal, state and foundation clients, conducts surveys with a diverse range of respondents using a variety of modes, including computer-assisted telephone interviewing (CATI). As a CATI Team Lead you will be responsible for supporting CATI research projects, interviewer productivity, and CATI management.

Primary Responsibilities: Serve as the CATI point of contact on survey research project teams. Train and certify interviewers on survey research projects. Monitor and report interviewer productivity and performance. Provide feedback on performance, identifying re-training needs. Trouble shoot minor technical and data collection issues. Able to handle inbound and outbound calls in support of operational and project goals.

Requirements: College degree or equivalent work experience.

Key Competencies: Coordinate team building events and staff recognition programs. Support staff adherence to project protocols and company policies/procedures. Communicate changes in protocols and polices to interviewers in a timely and efficient manner. Prepare preliminary write-ups of policy and procedure violations. Perform other administrative duties as assigned by CATI Manager/Supervisor. Typical Physical Demands and

Working Conditions: Requires sitting, standing, and bending and a normal range of hearing and vision.

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