Apply on Employer Site

Ipsos in US · 1 day ago

Call Center/Task Manager - Data Collection

Kansas City, MO

Full-time

Onsite

Mid, Senior Level

$90K/yr - $95K/yr

3+ years exp

Ipsos is one of the world’s largest research companies, and they are seeking an experienced Task Manager/Call Center Manager to oversee daily operations at a telephone data collection center. This role involves managing a team, ensuring quality control, and maintaining data integrity while serving as a liaison between the Project Manager and frontline staff.

Health CareMarket Research

No H1B

U.S. Citizen Only

Responsibilities

Serve as primary liaison between contractor Project Manager and all subordinate DCC staff

Act as the main point of contact with the DCC Manager regarding all center operations

Oversee daily operations ensuring smooth workflow across all data collection activities

Coordinate with counterpart Call Center Managers at other DCCs to share best practices and maintain consistency

Supervise and assign workloads to Supervisors and their respective interviewer teams

Monitor 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 Plan

Coordinate coverage for address refinement, enrollment, collection, and edit reconciliation activities

Analyze daily/weekly performance reports to ensure metrics are consistently met

Identify performance gaps and implement immediate corrective actions

Conduct regular team meetings to communicate performance metrics and improvement strategies

Provide input for monthly performance reports submitted to Project Manager

Direct and supervise all quality control activities at the DCC level

Monitor compliance with data integrity requirements and confidentiality protocols

Oversee edit reconciliation processes ensuring timely resolution of data quality issues

Ensure data quality by monitoring that interviews and supervisors are following all established protocols and procedures

Investigate potential data quality cases and coordinate with Project Manager / Quality Assurance Lead on findings

Monitor interviewer call recordings to identify training needs and best practices

Direct and supervise all training activities at the DCC level

Identify individual and team training needs based on performance data

Work with Supervisors to implement targeted coaching and mentoring

Distribute daily case assignments using CATI system

Monitor case progression through various collection stages

Participate in regular meetings with DCC Manager

Provide daily operational updates to Project Manager

Communicate policy changes and procedural updates to all DCC staff

Document and escalate technical issues, system problems, or resource constraints

Maintain comprehensive documentation of operational decisions and process improvements

Support testing of new software and procedures

Provide feedback on system enhancements and process improvements

Assist in development of best practices and standard operating procedures

Support phase-in/phase-out activities during contract transitions

Qualification

Performance ManagementQuality ControlData AnalysisTeam ManagementSAP Crystal ReportsCATI SystemsSupervisory ExperienceMicrosoft Office SuiteAnalytical SkillsCommunication Skills