Assistant Call Center Manager - Wichita, Kansas
Company: NORC at the University of Chicago
Location: Wichita
Posted on: January 12, 2021
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Job Description:
JOB DESCRIPTION: NORC is looking for an Assistant Call Center
Manager to join their Telephone Survey and Support Operations
(TSSO) team in Wichita Kansas. NORC at the University of Chicago is
an independent research institute focused on social science
research. Founded in 1941, NORC has three call centers located in
Chicago, Albuquerque and Wichita that conduct surveys for use in
research studies for clients that include governments, corporations
and nonprofits. NORC's 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. NORC's most cited research
is the General Social Survey, which has monitored change and the
growing complexity of American society since 1972. Other major
studies include the High School and Beyond Study, National
Immunization Survey and Survey of Consumer Finances.This is an
exceptional opportunity for a survey research / call center
professional with a successful track record. NORC and its TSSO
organization have a rich history of providing leadership in the
development of survey research methods. We are looking for a highly
motivated individual to join our team. At NORC, TSSO is responsible
for surveys involving multimode approaches to data collection that
include-but are not limited to-phone, web, and mail efforts, as
well as data processing. NORC's three call centers employ more than
900 professional and intermittent staff.DEPARTMENT: TSSO TSSO is
primarily responsible for screening and interviewing respondents
over the telephone, but we also prompt respondents by telephone,
locate respondents, code and enter data from survey responses,
manage hard copy documents, and mail survey materials.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.RESPONSIBILITIES: *
Oversee the day-to-day activities of Telephone supervisors and
indirectly, Team Leads, interviewers, and clerks, within the
various functional areas of the facility.* Supervise more complex
components of a specific study or studies, including maintaining
and improving quality standards and service levels.* Identify
problems and propose solutions.* Perform routine project
and--production--tasks.* Ensure compliance with project and
organizational policies and procedures.* Serve as a--role model for
Supervisors, and act as a model of professionalism for--all staff.*
Manage the delivery of training programs through training and
coaching Training Team members, ensuring that training requirements
are met, and deliver training as needed.* Manage the production
floor when on duty, including overseeing all Floor Operations
activity, working with the Production Assurance Team to resolve
production outages, deal with interviewer infractions, deal with
facility issues, managing sample, and opening and/or closing the
production center.REQUIRED SKILLS: * High school diploma or
equivalent required; Bachelor's degree in Social Sciences, Survey
Methodology, Business Management or related field preferred* At
least--1 year--experience in positions of increasing supervisory
responsibility; work experience in telephone data collection or
customer service preferred.* This position requires flexibility in
work schedule and includes some evening and weekend hours.Ideal
candidates should also have:* Strong interpersonal and leadership
skills* Ability to create a teamwork environment by working
cooperatively with peers, subordinates,--managers, and staff in
other departments* Ability to motivate, coach, counsel and evaluate
others* Effective oral and written communication skills* Ability to
quickly learn principles and processes of survey research,
especially data collection practices* Computer proficiency
(including Windows, and Microsoft Office Products)* Ability to
create and manage budgets of medium complexity* Solid
troubleshooting and problem-solving skills* Strong customer-service
orientationABOUT NORC: As one of the world's foremost independent
research institutions, NORC at the University of Chicago delivers
objective data and meaningful analysis to help decision-makers and
leading organizations make informed choices and identify new
opportunities. Since 1941, NORC has applied sophisticated methods
and tools, innovative and cost-effective solutions, and the highest
standards of scientific integrity and quality to conduct and
advance research on critical issues. Today, NORC expands on this
tradition by partnering with government, commercial, and nonprofit
clients to create deep insight across a broad range of topics and
to disseminate useful knowledge throughout society. A TRADITION OF
EXCELLENCE: As one of the oldest not-for-profit, academic research
organizations in the United States, and through its affiliation
with the University of Chicago, NORC maintains the highest standard
of professional excellence and scientific rigor, and is committed
to broad dissemination of its findings.A PASSION FOR INNOVATION:
NORC's subject matter experts and survey professionals develop and
employ innovative study designs, research methods, and technical
applications to derive meaningful and accurate results.A COMMITMENT
TO COLLEGIALITY: NORC cultivates an interdisciplinary culture of
achievement in which senior investigators from diverse fields and
professional backgrounds collaborate with the next generation of
researchers in an open, collegial environment.EEO STATEMENT: NORC
is an affirmative action, equal opportunity employer that values
and actively seeks diversity in the workforce. NORC evaluates
qualified applicants without regard to race, color, religion, sex,
national origin, disability, veteran status, sexual orientation,
gender identity, and other legally- protected characteristics.
Keywords: NORC at the University of Chicago, Wichita , Assistant Call Center Manager - Wichita, Kansas, Executive , Wichita, Kansas
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