Assistant Call Center Manager - Telephone Survey and Support Operations (TSSO)

• Oversee the activities of supervisors, and, indirectly, the activities of 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 troubleshoot any potential roadblocks to completing project on time, on budget and to specifications by clearly communicating those issues and proposed resolutions to Production Managers.
• Enforce systems, policies, procedures, and productivity standards while maintaining a skilled, productive, engaged and satisfied team of Production staff.
• Help achieve set goals and further develop professional growth. Implement NORC policies in area of employee relations, disciplinary issues and performance appraisals.
• Communicate clearly when distributing work assignments and establishing priorities. This includes outlining the end goal, how the work assignment fits into the overall process and the allocated hours.
• Monitor budgeted hours for QAATIC and leadership level tasks. Inform task leaders if the allocated hours are not being met.
• Investigate and escalate any systems issues that will impact production to IT as appropriate.
• Train and coach supervisory and QAATIC staff on any new applications that are established in the workplace.
• Serve as a role model to staff by fostering positive work environment, collaborative work, and active communication with your colleagues in remote sites.

• High School Diploma (or equivalency), Bachelor's degree preferred.
• At least 1 year experience in telephone data collection.
• Record demonstrating positions of increasing supervisory responsibility.
• Problem identification, troubleshooting, problem solving, attention to detail, oral and written communication, and leadership skills.
• Proficiency with Microsoft Office Suite, Timekeeping, CATI, CADE, Case Management and Call Scheduling packages.
• Solid experience managing and mentoring staff.
• 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.
• Ability to handle multiple conflicting responsibilities.
• Available to work onsite in our Chicago Loop office Monday through Friday from 10:00am-6:30pm.
• At least 18 years of age.
• Qualified applicants must be eligible to work in the U.S. We regret that we are unable to offer visa sponsorship for this position.

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.

For over 80 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we're known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.

NORC is an equal opportunity employer. NORC evaluates qualified applicants without regard to race, color, religion, sex, gender, national origin, disability, status as a protected veteran, sexual orientation, and other legally protected characteristics.

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