CALL CENTER SUPERVISOR Job

Employer Name: USC	SpiderID: 2934758
Location: New York, New York	Date Posted: 10/29/2009
Wage: 30-35K	Category: Management
Job Code: usc-70
Number Of Openings: 1

Job Description:
Major Market Research Company is seeking a call center Supervisor for their busy call center located in Midtown Manhattan. Supervisors will be directly responsible for meeting all production rates, quotas, and deadlines for the entire productivity aspect of the call center floor each night; which includes managing 10+ Production and Quality staff and over 200 telephone interviewers to meet goals on a variety of Market Research projects. The overall profitability of the company relies on the skillful leadership of this position.

Responsibilities
The call center Supervisor’s responsibilities include, but are not limited to:

• Strategic room set-up/assignment of seats to Interviewers that are scheduled to various studies in order to achieve maximum productivity.
• Strategic assignment of Production Leaders to various studies in order to achieve maximum productivity.
• Coordination with Quality Supervisor to ensure all Production Leaders will have a Quality leader to assist them.
• Conduct daily pre-shift meetings with Production Leaders to discuss shift execution and goal achieving strategies for each project scheduled to run.
• Receive, analyze, and follow through on daily/on-going instructions received from management, and/or Project Dept; critical to the successful execution of a successful shift.
• Report staff shortages and coordinate with the project department to ensure the staffing levels are met on specific projects.
• Run reports throughout the shift to identify issues with projects that aren’t meeting the production goals.
• Collaborate with the project department to formulate strategies to increase production rates on projects that aren’t meeting the production goals.
• Troubleshoot all technical issues that may arise or escalate to management if necessary.
• Provide a daily “End of Shift” summary to management and other depts. of the company.
• Administer disciplinary forms to staff when necessary.

Job Requirements:
Requirements:

• MUST have a minimum 2 years experience managing a call center with at least 50-200 phone representatives. No exceptions.
• Excellent communication skills (both verbal and written) a MUST.
• Intermediate to Expert knowledge of Microsoft Excel and Word a MUST
• General understanding of Market Research principles and practices.
• Ability to work under extreme pressure and address/troubleshoot/resolve any issues at any given time during the shift.
• Ability to strategize (and motivate subordinates to strategize) towards obtaining more efficient ways to meet production goals.
• Superior multi-tasking ability.
• Proven track record of leadership skills and meeting deadlines.
• Familiarization with CATI & CFMC platforms a PLUS!
• Bi-lingual a PLUS
• Must have at least a High School Diploma or GED. Some College coursework a PLUS.

Compensation: Up to 35K. Depending on Experience.

If interested, please send resume and cover letter + salary requirements to: HR@UNIVERSALSURVEY.COM

Job Criteria:
Start Date: 11/06/09
Position Type: Full-Time Permanent
Years of Experience Required: 2
Education Required: High School
Overnight Travel: None
Vacation Time: Less Than 2 weeks / year

Job Benefits:
Health/Dental Benefits, Retirement Benefits, Paid Holidays, Vacations, and Sick Leave, Casual Dress

Company Profile:
One of New York City's Largest Market research firms.

Contact Information:

Contact Name: Yomaly Suero	Company Type: Employer
Company: USC	Phone:
Street: 218 W 40th Street, 2nd Floor	Fax:
City: New York
State: New York
Zip: 10018

Web Site: http://www.universalsurvey.com