Survey Team Lead

ICF • Reston, VA

1d • 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.

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.
• Candidate must reside in the U.S., be authorized to work in the U.S., and perform all work in the U.S.
• 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

• 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.

Benefits

• 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.

What This Job Offers

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