Team Lead in Columbia, MD at Headway Workforce Solutions

Date Posted: 1/15/2021

Job Snapshot

Job Description

On behalf of our client, Headway Workforce Solutions is currently seeking Team Leaders to work with Telephone Interviewers collecting data over the phone regarding Apprenticeship Study.

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 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.
  • Other Survey Center staff will provide guidance and instructions on daily tasks performed and direct assignments.

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, adjust schedules to meet hourly and daily sample calling volumes across projects.
  • Assist with training activities for new interviewers or refresher training for current interviewers on both operational tasks (i.e. completing timesheets) and project-specific tasks (conducting interviews).
  • Proficiency in troubleshooting and using computers.
  • All other duties as assigned.

  • High School diploma, GED, or an equivalent combination of education and experience.
  • Intermediate to advanced understanding of laptop/desktop computers, 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 and weekends.
  • 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 organization or (Required) prior experience related to survey data collection and processing activities (e.g. interaction with the public over the phone, computer entry).
  • Must be available to work at least 15-25 hours per week, including evenings and weekends.
  • Prior experience coaching, training, or monitoring the work of others.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  • Sit for extended periods of time
  • Speak on the phone for up to 90% of your shift
  • Work remotely in a private area
  • Communicate through speech and listening
  • Reach with hands and arms
  • Sit and view a computer screen for long periods of time.

About Headway: Headway Workforce Solutions is a leading B2B (Business to Business) provider of workforce solutions with an array of contract-based integrated services and national staffing solutions. Passionate about our work and dedication to our clients, we are committed to exceeding expectations in the human capital service sector. To learn more, visit

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 employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, tuition assistance, education, social recreation programs, and benefits. #hws

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