Task Manager (Call Center Manager)

Ipsos • Atlanta, GA

41d • $87,000 - $91,000 • Onsite

About The Position

Ipsos is seeking an experienced Task Manager/Call Center Manager to oversee daily operations at a telephone data collection center (DCC). This critical supervisory role serves as the operational bridge between the Project Manager and frontline data collection staff, ensuring the successful collection of establishment data. The Call Center Manager will lead a team, drive quality control initiatives, and ensure all performance standards are met while maintaining data integrity requirements. This role reports to the Project Manager, Data Collection Program.

Requirements

• Must be a U.S. citizen
• High school diploma or equivalent; OR relevant experience at a Call Center Manager role
• Proficiency in Microsoft Office Suite or equivalent software
• Proficiency in analyzing reports to monitor performance and assign workloads
• Strong analytical skills with ability to interpret data and identify trends
• Able to work on-site during standard operating hours
• Within commuting distance of assigned DCC
• Occasional overtime may be required during peak collection periods

Nice To Haves

• Associate or bachelor’s degree in business, public administration, or related field
• 3+ years of supervisory experience in call center or data collection environment
• Experience with government contracts or data collection programs
• Proficiency with SAP Crystal Reports or similar business intelligence software
• Knowledge of Computer Assisted Telephone Interviewing (CATI) systems
• Experience managing teams of 10+ employees
• Experience managing a unionized staff
• Understanding of survey methodology and quality control principles
• Experience with remote team management and telework coordination

Responsibilities

• Serve as primary liaison between contractor Project Manager and all subordinate DCC staff
• Act as the main point of contact with the DCC Manager regarding all center operations
• Oversee daily operations ensuring smooth workflow across all data collection activities
• Coordinate with counterpart Task Managers/Call Center Managers at other DCCs to share best practices and maintain consistency
• Supervise and assign workloads to Supervisors and their respective interviewer teams
• Monitor staff productivity using business intelligence tools (SAP Crystal Reports)
• Ensure optimal staff coverage during operating hours
• Manage staff scheduling to maintain appropriate mix of on-site and telework personnel per approved Telework Plan
• Coordinate coverage for sample address refinement, gaining cooperation from selected sample cases, collection, and post-collection activities
• Analyze daily/weekly performance reports to ensure metrics are consistently met
• Identify performance gaps and implement immediate corrective actions
• Conduct regular team meetings to communicate performance metrics and improvement strategies
• Provide input for monthly performance reports submitted to Project Manager
• Direct and supervise all quality assurance and control activities at the DCC level
• Monitor compliance with data integrity requirements and confidentiality protocols
• Oversee edit reconciliation processes ensuring timely resolution of data quality issues
• Ensure data quality by monitoring that interviews and supervisors are following all established protocols and procedures
• Investigate potential data quality cases and coordinate with Project Manager / Quality Assurance Lead on findings
• Collaborate with Quality Assurance Lead and supervisors to monitor interview work using call monitoring, re-interviews, and case reviews
• Direct and supervise all training activities at the DCC level
• Identify individual and team training needs based on performance data
• Work with Supervisors to implement targeted coaching and mentoring
• Distribute daily case assignments using CATI system
• Monitor case progression through various collection stages
• Participate in regular meetings with client DCC Manager
• Provide daily operational updates to Project Manager
• Communicate policy changes and procedural updates to all DCC staff
• Document and escalate technical issues, system problems, or resource constraints
• Maintain comprehensive documentation of operational decisions and process improvements
• Support testing of new software and procedures
• Provide feedback on system enhancements and process improvements
• Assist in development of best practices and standard operating procedures
• Support phase-in/phase-out activities during contract transitions

Benefits

• Career Development
• an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits)
• a flexible workplace policy
• a strong collaborative culture

What This Job Offers

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