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Team Lead in Columbia, MD at Headway Workforce Solutions

Date Posted: 3/5/2019

Job Snapshot

Job Description

On behalf of IMPAQ International, Headway Workforce Solutions is currently seeking Team Leaders to work with Telephone Interviewers at the IMPAQ International call center, located in Columbia, MD.


Job Summary:

Perform data collection tasks using standardized interviewing techniques and protocols. Complete all associated project and administrative duties to specified expectations. Provide front-line support to interviewers located in the Survey Center or working remotely.

Team leaders will receive supervision from the Director of Survey Data Collection Operations, and will receive training and guidance from project team members for assigned tasks.


Duties and Responsibilities:
  • Perform the duties of an interviewer up to 50% of the time. This may include having calling shifts assigned and providing back-up coverage as needed to meet call volumes.
  • Provide coaching and mentoring to interviewers on how to perform their jobs. This includes guidance on setting up their equipment, logging in to access systems, getting started on calling, and completing their calls.
  • Addressing questions on project protocol from interviewers.
  • Identifying problems and issues to be communicated to management.
  • Conducting monitoring and feedback sessions with interviewers. This includes documenting monitoring sessions to provide helpful feedback to interviewers and noting any issues with systems or calls.
  • Monitor sample needs and assist with tracking interviewer attendance, make adjustments in schedules to meet hourly and daily sample calling volumes across projects.
  • Assist with training activities for new interviewers or refresher trainings for current interviewers on both operational tasks (i.e. completing timesheets) and project specific tasks (conducting interviews).
  • Proficiency with troubleshooting and using computers.
  • This is a On-site position - seeking individuals to open or close the Survey Center facility for production calling, and for remote workers be available for calls and monitor remote staff.
  • Complete all other tasks as assigned by management.

Qualifications:
  • High School diploma, GED, or an equivalent combination of education and experience.
  • Intermediate to advanced understanding of laptop/desktop computer, including typing, keyboard skills, and connecting/accessing systems.
  • Available to work the required number of hours per week for project assignment duration.
  • Maintain a flexible schedule that will allow attendance at training and a production work schedule that includes work during the day, evenings and weekends. Time of work can vary from early morning to evening.
  • Excellent communication skills, both written and verbal to successfully communicate with others including providing constructive and helpful feedback to others.
  • (Desired) Prior experience in survey data collection and processing activities as a team leader or supervisor for a survey research organizations or (Required) prior experience related to survey data collection and processing activities (e.g. interaction with public over the phone, computer entry).
  • Must be available to work at least 20 hours per week, including evenings and weekends.
  • Prior experience coaching, training, or monitoring the work of others.

Physical Requirements:
  • Sit for extended periods of time
  • Speak on the phone for up to 90% of your shift
  • Work in an open office environment
  • Communicate through speech and listening
  • Reach with hands and arms
  • Sit and view a computer screen for long periods of time.

Headway Workforce Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, genetics, or protected veteran status. In addition to federal law requirements, Headway Workforce Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, tuition assistance, education, social recreation programs and benefits.