National Data Center - Incoming Telephone Call Manager

National Association of State Departments of Agriculture•,

1d•$24 - $32•Remote

About The Position

As a National Association of State Departments of Agriculture (NASDA) Incoming Telephone (ITC) Enumerator Manager for the National Data Collection Center, you will be responsible for leading human resources functions and incoming call management for a team of coaches and enumerators. NASDA and NASS are transforming the incoming call experience ensuring excellent custom service and efficiency in data collection. NASDA ITC enumerators play a crucial role in answering producer questions and collecting data that our farmers, ranchers, and rural communities depend on. The National Data Collection Center Incoming Telephone Manager reports to the Associate Director and leads a team consisting of up to 2 coaches and approximately 25 enumerators.

Requirements

Minimum of 3 years' experience in phone data collection, human resources and/or agriculture or relevant areas required.
Demonstrated ability in managing projects including staffing and communications.
Proficient technology experience working with applications including but not limited to online survey tools, employment hiring platforms like iHIRE, payroll applications like iSolved, Microsoft Office and/or Google Workspace and online meeting systems such as MS Teams.
Exceptional critical thinking skills. Ability to exercise sound judgment and resolve problems.
Superior leadership, interpersonal, and relationship-building skills
Exceptional verbal and written communication skills. Strong presentation skills
Demonstrated ability to work well in a fast-paced and deadline-oriented work environment.
Willing to learn new duties and technology-related skills as required.

Nice To Haves

Supervisory experience preferred.

Responsibilities

Manage bi-weekly payrolls, ensuring accuracy and timeliness
Recruit and onboard enumerators cross trained for both outgoing and incoming calls
Manage employee files so they are current and contain required information
Manage evaluation, promotion and award programs
Ensure enumerator and coach success through training, feedback and, when needed, termination
Facilitate reporting on injuries and insurance claims as needed
Allocate ITC resources to compliment national survey work
Actively manage staffing levels based on ITC demands while complimenting outgoing calling
Monitor calls with assistance from the coaches to ensure NDC standards are met
Participate in enumerator training via MS Teams, e-mail, and phone
Provide feedback to the Associate Director for increased efficiency with systems used for incoming and outing data collection
Work with members of the National Data Center leadership team including Trainers and Coaches to support a positive enumerator experience
Perform other duties covered by NASDA-NASS Cooperative Agreement