Survey Team Lead

ICF•Reston, VA

60d•Remote

About The Position

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.

Requirements

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
Ability to demonstrate strong communication skills, both written and oral, required
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

Nice To Haves

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

Responsibilities

Staffing
Training
Scheduling
Production
Mentoring
Supervision
Quality
Reporting
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