Supervisor - Telephone Survey and Support Operations (TSSO)

Responsibilities

• Manage daily production activities, including identifying, troubleshooting, and solving production problems.
• Coach and assist interviewers to maintain productivity on project assignments.
• Conduct recruitment interviews and make appropriate staff selections based on these interviews.
• Cookordinate administrative issues such as attendance, schedule changes, and intervention for performance problems.
• Aid in the writing of training materials such as job aids and memos.
• Maintain safe, secure, and fully functioning Production Facilities through executing start-up and close-down procedures for production systems and building security and reporting any concerns.
• Generate required reports to evaluate performance and efficiency.
• Perform other duties as assigned.

Requirements

• High School Diploma (or equivalency).
• At least six months of experience in telephone data collection or direct supervisory responsibility.
• Knowledge of basic computing applications, including Windows, word processing, and electronic mail.
• Proficiency with Microsoft Office Suite, Timekeeping, CATI, CADE, Case Management, and Call Scheduling packages preferred.
• Strong interpersonal communication skills with an emphasis on customer service and team building skills.
• Knowledge of generating reports to evaluate performance and efficiency.
• Knowledge of evaluating interviewer performance and providing and documenting feedback.
• Work 32 hours per week during the office hours: Monday-Friday 7:30AM to 10:30PM, Saturday 7:30AM to 6:30PM, Sunday 11:30AM to 10:30PM MST.
• Ability to open/close facility as required and be available up to 4 evenings per week until close.
• Ability to constantly move around the production floor for the duration of a shift, ranging between 4 to 6 hours.
• At least 18 years of age.
• Likely authorized to work in the United States.

Skills

• Excellent communication skills.
• Displays strong computer knowledge.
• Enjoys providing on-site training, coaching, and support to staff with differing experience levels.

Benefits

• Generously subsidized health insurance, effective on the first day of employment.
• Dental and vision insurance.
• A defined contribution retirement program, along with a separate voluntary 403(b) retirement program.
• Group life insurance, long-term and short-term disability insurance.
• Benefits that promote work/life balance, including generous paid time off, holidays; paid parental leave, tuition assistance, and an Employee Assistance Program (EAP).