JOB 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.

RESPONSIBILITIES

Day-to-day responsibilities will include, but are not limited to:

Supporting CATI Research Projects by:

• Serving as the CATI point of contact on survey research project teams
• Testing programmed CATI surveys
• Administering surveys as needed to meet project goals

Supporting Interviewer Productivity

• Training and certifying interviewers on survey research projects
• Improving interviewer productivity through:
  • Monitoring and reporting on interviewer performance metrics
  • Providing feedback to interviewers on performance metrics
  • Identifying re-training needs and developing supporting instructional materials
• Troubleshooting minor technical and data collection issues

Supporting CATI Management

• Coordinating team building events and staff recognition programs
• Supporting staff adherence to project protocols and company policies/procedures
• Communicating changes in protocols and polices to interviewers in a timely and efficient manner
• Preparing preliminary write-ups of policy and procedure violations
• Performing other administrative duties as assigned by CATI Manager/Supervisor

REQUIREMENTS

Successful candidates must meet the following requirements:

College degree or equivalent work experience

• 1 – 3 years of experience as a Team Lead or Supervisor in a call center environment
• Must be available to work weekday morning and afternoon shifts

Must be able to obtain federal security clearances

WORK COMPETENCIES

Successful candidates should have the ability to:

• Read and communicate effectively
• Interact sensitively, effectively, and professionally with individuals from diverse cultural, socioeconomic, and educational backgrounds
• Multi-task with a strong attention to detail/accuracy
• Think critically and solve problems
• Use Microsoft Office with proficiency
• Motivate and gain cooperation of team members to achieve goals
• Collaborate effectively with staff at all levels of the organization in a professional manner

Job Type: Full-time

DIR offers a host of benefits including medical, dental, vision, and many others.