Call Center Team Lead I

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Position Summary

Decision Information Resources, Inc. is seeking a motivated, detail-oriented, and experienced individual to work as a Team Lead in our Houston call center. DIR is a research organization that, on behalf of federal, state and foundation clients, conducts surveys with a diverse range of respondents using a variety of modes, including computer-assisted telephone interviewing (CATI). As a CATI Team Lead you will be responsible for supporting CATI research projects, interviewer productivity, and CATI management.

Primary Responsibilities

• Serve as the CATI point of contact on survey research project teams.
• Train and certify interviewers on survey research projects.
• Monitor and report interviewer productivity and performance.
• Provide feedback on performance, identifying re-training needs.
• Trouble shooting minor technical and data collection issues.

Requirements

• College degree or equivalent work experience.
• Must be able to work evenings and Saturdays.

Key Competencies

• Coordinate team building events and staff recognition programs.
• Support staff adherence to project protocols and company policies/procedures.
• Communicate changes in protocols and polices to interviewers in a timely and efficient manner.
• Prepare preliminary write-ups of policy and procedure violations.
• Perform other administrative duties as assigned by CATI Manager/Supervisor.

Typical Physical Demands and Working Conditions

• Requires sitting, standing, and bending and a normal range of hearing and vision.