Remote Position - Manager of Incoming Call Staff

As a National Association of State Departments of Agriculture (NASDA) Incoming Telephone Call (ITC) Enumerator Manager for the National Data Collection Center, you will lead human resources functions and incoming call management for a team of coaches and enumerators. NASDA and NASS are transforming the incoming call experience to ensure excellent customer service and efficiency in data collection. NASDA ITC enumerators play a crucial role in answering producer questions and collecting data that farmers, ranchers, and rural communities depend on.

About NASDA

The National Association of State Departments of Agriculture is a nonpartisan, nonprofit association representing the elected and appointed commissioners, secretaries, and directors of state departments of agriculture. NASDA enhances American food and agricultural communities through policy, partnerships, and public engagement. We strive to create a positive work environment where employees can build their careers and contribute to an incredible mission.

About the Role

The National Data Collection Center Incoming Telephone Manager reports to the Associate Director and leads a team of up to 2 coaches and approximately 25 enumerators.

Responsibilities

• Manage Human Resources (50%)
  • Manage bi-weekly payrolls, ensuring accuracy and timeliness
  • Recruit and onboard enumerators cross-trained for both outgoing and incoming calls
  • Manage employee files to ensure they are current and contain required information
  • Oversee evaluation, promotion, and award programs
  • Ensure enumerator and coach success through training, feedback, and, when needed, termination
  • Facilitate reporting on injuries and insurance claims as needed
• Survey Coordination (30%)
  • Allocate ITC resources to complement national survey work
  • Actively manage staffing levels based on ITC demands while complementing outgoing calling
  • Monitor calls with assistance from coaches to ensure NDC standards are met
  • Participate in enumerator training via MS Teams, email, and phone
• General Duties (20%)
  • Provide feedback to the Associate Director for increased efficiency with systems used for incoming and outgoing data collection
  • Work with members of the National Data Center leadership team, including Trainers and Coaches, to support a positive enumerator experience
  • Perform other duties covered by the NASDA-NASS Cooperative Agreement

Qualifications

• Minimum of 3 years' experience in phone data collection, human resources, and/or agriculture or relevant areas required; supervisory experience preferred
• Demonstrated ability in managing projects, including staffing and communications
• Proficient technology experience working with applications such as online survey tools, employment hiring platforms (e.g., iHIRE), payroll applications (e.g., iSolved), Microsoft Office and/or Google Workspace, and online meeting systems (e.g., MS Teams)
• Exceptional critical thinking skills and ability to exercise sound judgment to resolve problems
• Superior leadership, interpersonal, and relationship-building skills
• Exceptional verbal and written communication skills, including strong presentation skills
• Demonstrated ability to work well in a fast-paced and deadline-oriented environment
• Willingness to learn new duties and technology-related skills as required

Consideration will be given to candidates who explicitly address how their experience meets qualifications in their cover letter and resume.

Pay

Hourly rate from $23.50 to $32.00 based on relevant experience and skill level.

Schedule

This is a part-time, non-exempt position working approximately 20-30 hours per week, not to exceed 375 hours per quarter. The position is remote, and candidates may reside anywhere in the continental United States.

Benefits

• Performance bonuses
• Career development
• Flexibility
• Ability to work remotely