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Deputy / Senior Telephone Supervisor Needed!

Posted By:
Donnzella Hedgepeth
Posting ID:
Raleigh North Carolina
 call   center 
Category:Customer Service
Listing Type:Job

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Headway Corporate Resources, in partnership with SRA International, has an immediate opening for a Research Telephone Center (RTC) Deputy/Senior Telephone Supervisor in the Durham area.
Job Description
The Research Telephone Center Deputy/Senior Telephone Supervisor will report directly to the RTC Manager but will also work directly with Senior Leadership to facilitate a brand new RTC at SRA’s Durham facility. The person selected will also be responsible for running the Research Telephone Center’s operations in the RTC Manager’s absence. The main responsibilities of the Deputy/ Senior Supervisor will be to manage work on the floor and telephone number sample queues, create and implement training programs and policies and procedures, and assist Telephone Interviewers in exceeding SRA’s clearly defined business objectives and goals.
Responsibilities include but are not limited to:
• Managing and directing the daily activities of the Research Telephone Center.
• Training, supervising, scheduling, planning, and managing functions concerned with the Research Telephone Center.
• Monitoring of interviews, coaching and counseling, re-training, disciplining and complete performance monitoring.
• Provide direct support to Telephone Interviewers by answering questions, resolving issues and following up with any complaints or customer related issues.
• Ensure Telephone Interviewers are achieving required goals and meeting all defined metrics.
• Assist the Call Center Manager and On-site Manager with scheduling of staff, attendance monitoring and providing coverage support for all hours of operation.
• Strategically plan, communicate and implement ways to improve overall efficiency at the Research Telephone Center.
Education, Qualifications and Skills desired:
• Bachelor’s degree or associate’s degree from an accredited institution
• At least 2 years experience in a management/supervisor role in a call center
• Experience working within the survey research industry
• Strong leadership skills
• Ability to multi task while leading multiple research studies
• Outbound call center experience
• Ability to think and plan strategically
• Ability to plan and prioritize work for yourself and direct reports
• Ability to build morale and inspire staff to achieve goals
• Good people and interpersonal skills to build effective relationships with all levels of professionals
• Excellent communication and computer skills required
If you are interested in applying for this position please submit your resume and cover letter
About SRA
SRA is dedicated to solving complex problems of global significance for clients in national security, civil government and global health. With three decades serving these clients, SRA delivers the expert knowledge, technical tools and trusted solutions for missions that matter – to us, our clients and the world. Founded in 1978 and headquartered in Fairfax, Virginia, SRA provides the expert knowledge, technical tools and solutions that governments, agencies and companies need to improve performance, reduce costs and risks, introduce enterprise efficiencies and enhance human health.

SRA at a Glance
• More than 7,000 employees located in more than 50 locations around the world
• Dedicated to solving complex problems of global significance for government organizations serving the national security, civil government and global health markets.
• Named to FORTUNE Magazine’s “100 Best Companies to Work For” list for ten consecutive years — 2000-2009.

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