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Form of workThe Team Lead, reporting to the Data Collection Supervisor, will provide leadership and execution for a Call Center focused on Outbound Data Collection for Survey Research. The successful candidate's responsibilities will include staffing, training, scheduling, production, mentoring, supervision, quality, and reporting as ICF delivers results and meets the requirements for contracted work with a focus on telephone survey research. Having the ability, desire and experience to develop processes, lead and mentor others, and perform the critical tasks associated with an Outbound Call Center is critical to success.
The Operations Center operates 24 hours a day, 7 days per week. Applicants must be able to work during evenings and weekends.
Key Responsibilities:
- Role should be mainly agent facing.
- Responsible for production and quality of a team of 15-20 agents.
- Ensure agents are meeting individual production and quality goals and work with QC team to provide appropriate coaching and feedback.
- Execute daily staffing goals, ensuring all projects reach the recommended hours as provided by management.
- Ability to demonstrate strong communication skills, both written and oral, required.
Qualifications:
- High school diploma or equivalent required.
- 6 months + documented work experience in a call center, contact center or processing center environment.
Preferred Skills/Experience:
- Minimum of 5 years of work experience in professional business environment.
- Good understanding of CATI interviewing techniques and metrics including production rates, dial rates, after call work, refusal conversion/aversion
- Experience with predictive dialing and data collection systems a plus.
- Computer software programs proficiency including MS Office (Word, Excel) preferred.
- Demonstrated ability to develop, implement and execute business processes for new business.
- Strong issue management and risk mitigation background.
- Strong personnel management skills and experience.
Professional Skills:
- Strong verbal, interpersonal and written communication skills required.
- Strong analytical, problem-solving and decision making capabilities required.
- Team player with the ability to work in a fast-paced environment is a must.
- Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required.
- Ability to be flexible to handle multiple priorities and to work limited overtime as necessary required.
Working at ICF
ICF is a global advisory and technology services provider, but we're not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve their most complex challenges, navigate change, and shape the future.We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy.
Reasonable Accommodations are available, including, but not limited to, for disabled veterans, individuals with disabilities, and individuals with sincerely held religious beliefs, in all phases of the application and employment process. To request an accommodation please email icfcareercenter@icf.com and we will be happy to assist. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
Read more aboutworkplace discriminationrights,thePay Transparency Statement, or our benefit offerings which are included in theTransparency in (Benefits) Coverage Act.
Pay Range - There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position. The pay range for this position is:
$33,569.00 - $57,067.00Virginia Remote Office (VA99)
