Call Center/Task Manager - Data Collection

What makes this role important at Ipsos?We are seeking an experiencedTask Manager /Call Center Manager to oversee daily operations at a telephone data collection center (DCC). This critical supervisory role serves as the operational bridge between the Project Manager and frontline data collection staff, ensuring the successful collection of establishment data. The Call Center Manager will lead a team, drive quality control initiatives, and ensure all performance standards are met while maintaining data integrity requirements. This role reports to the Project Manager, Data Collection Program.What you can expect to be doing:Operational LeadershipServe as primary liaison between contractor Project Manager and all subordinate DCC staffAct as the main point of contact with the DCC Manager regarding all center operationsOversee daily operations ensuring smooth workflow across all data collection activitiesCoordinate with counterpart Call Center Managers at other DCCs to share best practices and maintain consistencyTeam Management & SupervisionSupervise and assign workloads to Supervisors and their respective interviewer teamsMonitor staff productivity using business intelligence tools (SAP Crystal Reports)Ensure optimal staff coverage during operating hours (6 AM - 7 PM local time)Manage staff scheduling to maintain appropriate mix of on-site and telework personnel per approved Telework PlanCoordinate coverage for address refinement, enrollment, collection, and edit reconciliation activitiesPerformance ManagementAnalyze daily/weekly performance reports to ensure metrics are consistently metIdentify performance gaps and implement immediate corrective actionsConduct regular team meetings to communicate performance metrics and improvement strategiesProvide input for monthly performance reports submitted to Project ManagerQuality Control & ComplianceDirect and supervise all quality control activities at the DCC levelMonitor compliance with data integrity requirements and confidentiality protocolsOversee edit reconciliation processes ensuring timely resolution of data quality issuesEnsure data quality by monitoring that interviews and supervisors are following all established protocols and proceduresInvestigate potential data quality cases and coordinate with Project Manager / Quality Assurance Lead on findingsMonitor interviewer call recordings to identify training needs and best practicesTraining & DevelopmentDirect and supervise all training activities at the DCC levelIdentify individual and team training needs based on performance dataWork with Supervisors to implement targeted coaching and mentoringWorkflow & Process ManagementDistribute daily case assignments using CATI systemMonitor case progression through various collection stagesCommunication & ReportingParticipate in regular meetings with DCC ManagerProvide daily operational updates to Project ManagerCommunicate policy changes and procedural updates to all DCC staffDocument and escalate technical issues, system problems, or resource constraintsMaintain comprehensive documentation of operational decisions and process improvementsSpecial Projects & InitiativesSupport testing of new software and proceduresProvide feedback on system enhancements and process improvementsAssist in development of best practices and standard operating proceduresSupport phase-in/phase-out activities during contract transitionsThis might be the job for you if you have:Minimum QualificationsU.S. Citizenship required due to government contractHigh school diploma or equivalent; OR three years of relevant experience at a Call Center Manager roleProficiency in Microsoft Office Suite or equivalent softwareProficiency in analyzing reports to monitor performance and assign workloadsStrong analytical skills with ability to interpret data and identify trendsWorking Hours:Able to work on-site during standard operating hours with limited telework flexibilityOperating hours: 6 AM - 7 PM (local time zone)Within commuting distance of assigned DCCOccasional overtime may be required during peak collection periodsPreferred QualificationsAssociate or bachelor's degree in business, public administration, or related field3+ years of supervisory experience in call center or data collection environmentExperience with government contracts or data collection programsProficiency with SAP Crystal Reports or similar business intelligence softwareKnowledge of Computer Assisted Telephone Interviewing (CATI) systemsExperience managing teams of 10+ employeesUnderstanding of survey methodology and quality control principlesExperience with remote team management and telework coordinationIf you don't meet 100% of the requirements, we encourage all who feel they might be a fit for the opportunity to apply. We may consider a variety of backgrounds for a particular role and are also committed to considering candidates for available positions throughout our organization, not just the one you're applying to!In accordance with NY/CO/CA/WA law, the estimated base salary range for this role is $90,000 to $95,000. Your final base salary will be determined based on several non-discriminatory factors which may include but are not limited to location, work experience, skills, knowledge, education and/or certifications.What's in it for you:At Ipsos you'll experience opportunities for Career Development, an exceptional benefits package (including generous PTO, healthcare plans, wellness benefits), a flexible workplace policy, and a strong collaborative culture.To find out more about all the great reasons to work at Ipsos, how we're making an impact around the world, and more about our benefits and employee programs, please visit:Why Work at Ipsos | USCommitment to DiversityIpsos recognizes the necessity of building an inclusive culture that values each employee's individuality and diverse perspectives. For more than 40 years, our mission has been to generate and analyze data about society, markets, brands, and behaviors to provide our clients with the insights that elevate their understanding of the world. This could not be fulfilled without Ipsos' diverse employees who compile and analyze this data-they are the essence of who we are and what we do.We are committed to providing equal opportunity to all employees, creating an environment that promotes inclusion, and enabling employees from all walks of life to flourish. Ipsos encourages our employees to act in a respectful and responsible manner, in line with code of best practices concerning diversity and inclusion, human rights, equality, and civility for every individual.Ipsos is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected class and will not be discriminated against on the basis of disability.#LI-AD1 #LI-Onsite