Call Center Team Lead I

Decision Information Resources Inc; Houston (TX); On-site; USD 29,000 - 32,000; Full time

Job summary

Decision Information Resources, Inc. in Houston, TX is seeking a Call Center Team Lead I to supervise CATI operations, support survey projects, and drive interviewer productivity.

You will mentor interviewers, monitor performance, and address data-collection issues to keep projects on track. The ideal candidate has a college degree or equivalent experience, strong communication skills, and the ability to train staff and enforce protocols.

Qualifications

• College degree or equivalent work experience.
• 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.

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.
• Able to handle inbound and outbound calls in support of operational and project goals.

Skills

CATI

Team leadership

Training

Performance monitoring

Problem solving

Education

College degree or equivalent experience

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Team Lead I

Full Time Houton, TX, US

3 days ago Requisition ID: 1098

Salary Range: $21.43 To $22.29 Hourly

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.
• Able to handle inbound and outbound calls in support of operational and project goals.

Requirements

• College degree or equivalent work experience..
• 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.