Survey Team Lead

Role Description

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 candidate’s responsibilities will include:

• Staffing
• Training
• Scheduling
• Production
• Mentoring
• Supervision
• Quality
• Reporting

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.

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.
• Candidate must reside in the U.S., be authorized to work in the U.S., and perform all work in the U.S.

Requirements

• 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.

Benefits

• ICF is a global advisory and technology services provider.
• We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges.
• We are an equal opportunity employer.
• Reasonable Accommodations are available for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs.

Pay Range

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

• $34,564.00 - $58,758.00