Survey Team Lead

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 candidates 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.

Qualifications:

• 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.

Preferred Skills/Experience:

• 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.

Professional Skills:

• 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.

Working at ICF

Pay Range - There are multiple factors that are considered in determining final pay for a position including but not limited to relevant work experience skills certifications and competencies that align to the specified role geographic location education and certifications as well as contract provisions regarding labor categories that are specific to the position.

The pay range for this position based on full-time employment is: