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Call Center Team Lead I Bi-Lingual
3 months ago
Decision Information Resources, Inc.
As a small, African American owned business leading the design and implementation of research and evaluation studies since 1984, Decision Information Resources, Inc. (DIR) is committed to diversity, equity, and inclusion. By incorporating culturally responsive practices which identify and include both traditional and innovative methods, DIR offers unique perspectives and approaches that have proven especially effective in conducting research and evaluation, including primary data collection, with diverse populations and organizations. We have deep experience in formative and summative evaluation approaches, employing the latest qualitative and quantitative analysis methods. We also provide technical assistance to enhance the capabilities of program providers to collect and use data for performance measurement, program planning, and outcome analysis.
Mission Statement
To provide the highest quality research, evaluation, and technical assistance to guide others in making informed and equitable decisions.
Position Summary
Decision Information Resources, Inc. is seeking a motivated, detail-oriented and experienced individual to work as a bilingual (English/Spanish) Team Lead in our Houston call center. DIR is a research organization that, on behalf of federal, state and foundation clients, conducts surveys with a diverse range of respondents using a variety of modes, including computer-assisted telephone interviewing (CATI). As a CATI Team Lead you will be responsible for supporting CATI research projects, interviewer productivity, and CATI management.
Primary Responsibilities
Day-to day responsibilities will include, but not limited to:
Supporting CATI Research Projects
- Serving as the CATI point of contact on survey research project teams
- Testing programmed CATI surveys in English and Spanish
- Providing assistance translating CATI survey documents into Spanish
- Administering surveys in English and Spanish as needed to meet project goals
Supporting Interviewer Productivity
- Training and certifying bilingual interviewers on survey research projects
- Improving interviewer productivity through:
Monitoring and reporting on interviewer performance metrics
Providing feedback to interviewers on performance metrics
Identifying re-training needs and developing supporting instructional materials
Supporting CATI Management
- Coordinating team building events and staff recognition programs
- Supporting staff adherence to project protocols and company policies/procedures
- Communicating changes in protocols and polices to interviewers in a timely and efficient manner
- Preparing preliminary write-ups of policy and procedure violations
- Performing other administrative duties as assigned by CATI Manager/Supervisor
Requirements
- Must have college degree or equivalent work experience.
Key Competencies
- Coordinate team building events and staff recognition programs.
- Support staff adherence to project protocols and company policies/procedures.
- Communicate changes in protocols and polices to interviewers in a timely and efficient manner.
- Prepare preliminary write-ups of policy and procedure violations.
- Perform other administrative duties as assigned by CATI Manager/Supervisor.
Typical Physical Demands and Working Conditions
- Requires sitting, standing, and bending and a normal range of hearing and vision.
