Market Research – Telephone Call Center – Director of Operations

DIRECTOR OF OPERATIONS – MARKET RESEARCH TELEPHONE CALL CENTER

Set up and manage projects from start to finish. This includes assigning interviewers to projects based on previous briefings and performance, checking quotas and remaining sample to complete the project, and ensuring supervisors are prepared for shift.

Full knowledge of the Quancept and Voxco CATI systems, being used in the center and its management; including capability of checking quotas, loading and managing sample, running toplines and other simple reports.

Daily meeting with direct staff regarding current project schedule, review project budgets vs. actual production, quality efforts and sample health.

Responsibility for management of telephone center operations including the quality, efficiency and performance of interviewing, and for ensuring all projects are completed on time, on budget and in a manner and quality that is consistent with client and the company goals.

Primary point of contact for all call center issues including technical infrastructure.

Planning, directing and coordinating department efforts, i.e., training, staffing, etc.

Understanding department budgets and utilizing them to promote Center success.  Evaluating and developing strategies and plans for departmental success.  Ensuring a healthy work environment for all Center employees.  Work with shift supervisors to ensure that all interviewers are meeting production goals by reviewing interviewer production statistics, identifying strengths and weaknesses of individual interviewers and ensuring that supervisors are working one on one to improve interviewer performance.

Oversee the assignment of interviewers to projects that maximize their strengths as well as the performance of the job and assign other interviewers to retraining.

Working with shift supervisors, ensure that all interviewers are producing quality work by confirming that supervisors are reviewing and coordinating feedback to interviewers on monitoring and validating.

Ensure that policies and procedures are being followed, and coordinate feedback from coding and data processing to the supervisors.

Ensure interviewers have a forum through which to evaluate supervisors

Continually coach supervisors and work to improve their level of competence both managerially and technically.  Ensure the Center’s overall quality is in line with Company Standards.  Ensure Client Services Managers are provided accurate, clearly presented status reports on their projects nightly, according to their specifications.  Ensure telephone center’s quality assurance department provides feedback to supervisors on interviewer performance, and ensure supervisors are providing feedback to interviewers.  Oversee client monitoring and ensure project directors receive feedback from QA department regarding their clients’ monitoring.  Provide daily interviewer notes for staff detailing projects going that day, specific dialing patterns or client concerns, and goals for production and dials on each project. 

Keep up to date with labor laws pertaining to the State we operate in as well as any ‘conditions’  affecting the work environment (i.e., rules/guidelines re: COVID)

Responsible for the individual performance and development of supervisors.

·        Communication skills in a professional setting

·        Leadership skills

·        Coaching and mentoring skills

Maintain budgets on jobs by tracking production rates versus their bid and hourly revenue.  Intervene on problem jobs by communicating with Client Services Managers in order to meet hourly revenue goals on all projects.  Monitor gross and operating margins and work to achieve goals on a monthly basis.  Monitor and maintain the center’s annual budget, i.e., Gross Margin & Revenue per Hour (RPH).

Working knowledge of financial statements, i.e., budgets, gross margins, labor reports, etc.

Proficiency in Excel – understanding and using formulas, i.e., basic operations (MDAS), reference cells/worksheets

Problem solving, critical thinking, relationship building and empathy.