Supervisor - Telephone Survey and Support Operations (TSSO) - Onsite Albuquerque office
JOB DESCRIPTION: Excited about leading a team to success? Join our call center supervisory team in Albuquerque! NORC is searching for individuals who excel at coaching their teams by promoting continuous learning and skill development. 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. IDEAL CANDIDATE: The ideal candidate for this role: has excellent communication skills, strong computer knowledge, enjoys providing on-site training, coaching, and support to staff with differing experience levels, and is seeking a part-time role and eager to contribute during evening and weekend shifts on-site. 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. REQUIRED SKILLS: 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 primarily during evening and weekend hours. Ability to open/close facility as required and be available 3 nights per week until close and 1 weekend shift. 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. SALARY AND BENEFITS: The pay range for this position is $24.00 - $28.50 per hour, which is based on geographic location. This position is classified as regular. Regular staff are eligible for NORC’s comprehensive benefits program. Benefits include, but are not limited to: 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). NORC’s Approach to Equity and Transparency Pay and benefits transparency helps to reduce wage gaps. As part of our commitment to pay equity and salary transparency, NORC includes a salary range for each job opening along with information about eligible benefit offerings. At NORC, we take a comprehensive approach to setting salary ranges and reviewing raises and promotions, which is overseen by a formal Salary Review Committee (SRC). WHO WE ARE: NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, NORC has conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. DEPARTMENT: TSSO is primarily responsible for screening and interviewing respondents over the telephone, but the department also prompts respondents by telephone, locates respondents, codes and enters data from survey responses, manages hard copy documents, mails survey materials and performs receipt control operations. TSSO staff are vital to our nationwide survey research operation. Interviewers talk to people from every conceivable walk of life to obtain information on issues such as health care, employment, and education. The work we do at NORC has lasting social significance, and the data we gather helps legislators and others involved in setting policy make informed decisions for the welfare of all Americans in an increasingly complex society. EEO STATEMENT: NORC is an equal opportunity employer. NORC evaluates qualified applicants without regard to race, color, religion, sex, gender, national origin, disability, status as a protected veteran, sexual orientation, and other legally protected characteristics.
