Supervisor - Telephone Survey and Support Operations (TSSO)

NORC at the University of Chicago • Wichita, KS

7d • Onsite

About The Position

The Supervisor position is responsible for directing the day-to-day activities of interviewers and clerks within the various functional areas of the facility. Supervisors will work closely with managers to perform a variety of project-related and functional area tasks that may change regularly depending on business needs. This is a part-time Onsite role (32 hours per week) in our office.

Requirements

• High School Diploma (or equivalency).
• At least six months of experience in telephone data collection or direct supervisory responsibility.
• Knowledge of basic computing applications, including Windows, word processing, and electronic mail.
• Proficiency with Microsoft Office Suite, Timekeeping, CATI, CADE, Case Management, and Call Scheduling packages preferred.
• Strong interpersonal communication skills with an emphasis on customer service and team building skills.
• Knowledge of generating reports to evaluate performance and efficiency.
• Knowledge of evaluating interviewer performance and providing and documenting feedback.
• Work 32 hours per week during the office hours: Monday-Friday 7:30AM to 10:30PM, Saturday 9:30AM to 9:30PM, Sunday 11:30AM to 10:30PM CST.
• Ability to open/close facility as required and be available up to 4 evenings per week until close.
• Ability to constantly move around the production floor for the duration of a shift, ranging between 4 to 6 hours.
• At least 18 years of age.
• Legally authorized to work in the United States.

Nice To Haves

• Proficiency with Microsoft Office Suite, Timekeeping, CATI, CADE, Case Management, and Call Scheduling packages.

Responsibilities

• Manage daily production activities, including identifying, troubleshooting, and solving production problems, as well as coaching and assisting interviewers.
• Monitor, encourage, and motivate interviewers to maintain productivity on project assignments.
• Conduct recruitment interviews and make appropriate staff selections based on these interviews.
• Coordinate administrative issues such as attendance, schedule changes, and intervention for performance problems.
• Assist with the writing of training materials such as job aids and memos.
• Maintain safe, secure, and fully functioning Production Facilities through executing start-up and close-down procedures for production systems and building security and report any concerns.
• Generate required reports to evaluate performance and efficiency.
• Serve as a role model to staff by providing on-site training, coaching, and support while consistently contributing to a positive work environment by being approachable and congenial in a high operational tempo environment.
• Perform other duties as assigned.

Benefits

• Generously subsidized health insurance, effective on the first day of employment
• Dental and vision insurance
• A defined contribution retirement program, along with a separate voluntary 403(b) retirement program
• Group life insurance, long-term and short-term disability insurance
• Benefits that promote work/life balance, including generous paid time off, holidays; paid parental leave, tuition assistance, and an Employee Assistance Program (EAP).

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: High school or GED