"Call Center Shift Manager"

All applicants must submit a cover letter addressing qualifications for the position. In order for the Career Portal system to accept a cover letter, please include a cover letter as a page of your resume document. The cover letter should specifically address your interest in the position and outline skills and experience that directly relate to this position.

We are looking for a Call Center Shift Manager to join the Data Collection Operations Survey Services Lab (SSL) at the Institute for Social Research (ISR), Survey Research Center (SRC), Survey Research Operations (SRO). The SSL is located on the Ann Arbor campus of the University of Michigan.  The SSL collects and processes high-quality social science survey data.

Shift Managers in the SSL support data collection staff responsible for meeting project production and cost goals on complex surveys using computer-assisted data collection technologies to conduct interviews by telephone.  The SSL provides telephone support to study respondents who call in with questions or need assistance.  In addition, the SSL implements mail survey operations, coding, and quality control functions for survey projects.  There are between 60 and 130 active telephone interviewers (temporary employees) depending on workload and approximately 15 regular staff members working in the SSL. The SSL is open seven days a week, until midnight most nights.  This position will be required to work a Sunday - Thursday schedule covering the evening shifts, approximately 2pm-10pm daily.

More information about our organization can be found here.

Provide functional supervision to shifts of up to 65 contingent staff members completing surveys and other instruments in a primarily outbound call center environment; evening and weekend shifts are required. Ensure protocols are consistently followed by staff through review and monitoring of work products; implement quality control procedures; participate in problem identification and resolution during data collection and processing periods. Coordinate with project leads to schedule interviewer assignments.

Evaluate and coordinate workflow/activities across all projects in the Survey Services Lab (SSL) to achieve expected operational goals using a variety of proprietary and commercial software. Monitor calls/activities of contingent staff as necessary to ensure that performance and productivity standards are being met. Reviews and approves timesheets.

May intercede on incoming telephone calls with difficult customers and/or calls requiring in-depth knowledge of the organization's studies and operations.

Develop and implement contingent staff recruitment strategies; recruit, screen, hire, and train data collection staff; develop training plans and materials; implement general training programs.

• Bachelor's degree with one or more years of management/supervisory experience or equivalent combination of education and experience.
• Must exhibit strong leadership skills and possess a professional and positive image when interacting with others.
• Must adhere to a high standard of personal and professional conduct; possess excellent customer service, interpersonal, and communication skills; and have demonstrated ability to interact with a diverse population and effectively manage and lead staff.
• Must be able to work effectively with a team, handling multiple responsibilities and priorities in a fast-paced environment and under tight deadlines.
• Demonstrated flexible and creative problem-solving skills and critical thinking.
• Experience training, evaluating, and effectively providing coaching/feedback to employees.
• Demonstrated ability to compose instructions, memorandum and training materials.
• Excellent organizational skills and demonstrated competence in MS Office software and Google Workplace.
• Sunday - Thursday evening (approximately 2pm-10pm) shifts on-site (Ann Arbor office) are required for this position.

Preferred Qualifications:

• Experience working in a call center environment
• Experience scheduling appointments and/or staffing
• Experience utilizing call center software, such as Amazon AWS Connect or Cisco
• Experience utilizing Workforce Management software such as UKG Ready or PeopleSoft
• Experience with computer assisted interviewing (CAI) software and experience using and developing technical systems designed to collect and organize data

The schedule must support shift management needs of a seven-day-per-week operations environment.  Some evening shifts and at least one weekend shift is required.