Task Manager (Call Center Manager)

Task Manager (Call Center Manager)

Location: Atlanta, GA

Ipsos is one of the world's largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And, we're proud to share we've received our Great Place to Work Certification in 2024, for the third year running!

We are 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.

What you can expect to be doing:

Operational Leadership

• 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

Team Management & Supervision

• 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

Performance Management

• 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

Quality Management & Compliance

• 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

Training & Development

• 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

Workflow & Process Management

• Distribute daily case assignments using CATI system
• Monitor case progression through various collection stages

Communication & Reporting

• 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

Special Projects & Initiatives

• 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

This might be the job for you if you have:

Minimum Qualifications

• 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
• Working Hours:
  • Able to work on-site during standard operating hours
  • Within commuting distance of assigned DCC
• Occasional overtime may be required during peak collection periods

Preferred Qualifications

• 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

If you don't meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you're applying to!

In accordance with NY/CO/CA/WA law, the estimated base salary range for this role is $87,000 to $91,000. Your final base salary will be determined based on several non-discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications.

What's in it for you:

At Ipsos you'll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture.

Ipsos recognizes the necessity of building an inclusive culture that values each employee's individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos' diverse employees who compile and analyze this datathey are the essence of who we are and what we do.

We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.

Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.