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Night/Weekend Supervisor

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Job Snapshot
Location:
Little Rock, AR 72201 (map it!Map it! )
Employee Type:
Full-Time
Industry:
Telecommunications
Other Great Industries
Manages Others:
Not Specified
Job Type:
Customer Service
Research
Education:
High School
Experience:
Not Specified
Travel:
None
Post Date:
11/5/2009
Contact Information
Ref ID:
135
Description
Market Strategies International is the 16th largest research firm in the U.S. according to “Honomichl Top 50,” published in the June 2009 issue of Marketing News. We manage our own Telephone Research Centers which include telephone interviewing staff who complete surveys on a variety of topics for our clients in industries such as telecommunications, energy, healthcare and financial services.  In 2008, we conducted more than 2 million telephone interviews with a staff of over 1,300 research interviewers.
 
The Night/Weekend Supervisors supervise a group of Market Research Interviewers and are responsible for assisting Managers with project management, quality assurance and general shift duties.
 
Responsibilities:
  • Become familiar with research projects including survey topic, length, purpose, sample, timing and completion targets
  • Brief Interviewers on project details and track project hours, completion rates and quotas
  • Monitor performance to ensure production efficiency and adherence to quality data collection techniques,
  • Promptly report project issues to Manager.
  • Evaluate/monitor production rates and identify Interviewers in need of improvement
  • Perform as Interviewer as needed or requested by the Manager.

 

Qualifications:
  • High school diploma or equivalent required.  Some college preferred.
  • Minimum 3 years prior work experience in a call center environment, preferably an outbound call center.
  • Minimum 1 year prior call center supervisory experience
  • Prior experience upholding Quality Guidelines required. Must have ability and interest in repeatedly coaching others to perform to company standards.
  • Must have above average proficiency in Microsoft Excel and experience with MS Word & PowerPoint is preferred. Must have ability to learn new software applications quickly.
  • Must be able to read and speak clearly. 
  • Must be flexible, able to manage multiple competing priorities, and change directions as needed
  • Must have excellent attendance and punctuality record
  • Must be respectful to co-workers and able to work comfortably with a diverse staff
  • Must be highly approachable
  • Must be able to recognize positive as well as negative Interviewer performance
  • Must be able to work quickly and handle stress.
  • Must possess strong problem-solving skills
  • Must have strong team-building skills
  • Must be able to enforce policy guidelines fairly and effectively
  • Must have effective presentation skills 
  • Must be able to evaluate, train and counsel staff effectively
  • Must be able to type 20 words per minute.
 AA/EEO EMPLOYER M/F/V/D

 

Some supervisorswill conduct Training to teach new Interviewers the best practices for market research interviewing as needed. Those with experience in Training and/or the ability to deliver training to large groups of people, in addition to the qualifications below, are highly desired candidates.
 
Requirements See Job Description

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