Full Time Call Center Supervisor - 19418

On behalf of NORC at the University of Chicago, Headway Workforce Solutions is looking for Full-Time Telephone Supervisors to oversee the day-to-day activities of Team Leads, Telephone Interviewers, and Clerks, within various functional areas of the production facility.

Founded in 1941, NORC conducts research studies for clients that include governments, corporations and nonprofits. Its research studies are generally conducted in five main areas: economics, markets and the workforce; education, training and learning; global development; health and well-being; and society, media and public affairs.

As a Full-Time Telephone Supervisor, you will…

• Lead project specific system testing and trainings for interviewing and clerical staff, while collaborating with the rest of the Training team to create new training materials and recommend necessary revisions to existing training materials
• Review interviewer performance data and deliver performance reviews to the interviewing staff
• Evaluate staffing needs, execute start-up and close-down procedures for production systems and building security, and track production completes against project budget
• Coach interviewers and answer any questions that might arise related to survey protocol, basic data collection standards and computer functionality

Requirements

• High school diploma or equivalent; Bachelor's degree in Social Sciences, Survey Methodology, Business Management or related field preferred
• Experience in telephone data collection or customer service preferred; ideally with supervisory experience
• Flexible work schedule which includes some evening and weekend hours
• Strong interpersonal communication skills with an emphasis on customer service
• Ability to motivate, coach, counsel and evaluate others

Headway Workforce Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Headway Workforce Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.