Job Description and Responsibilities:
   

Call Center Director

Minimum Capabilities:

Experience recruiting, hiring, coaching and managing a high volume outbound call center department of up to 50 center operators who deliver 4,000 to 8,000 outbound calls daily to recruit physicians and professionals to participate in market research focus groups and surveys.    

Daily activities will include managing a group of call center operators, supervisors and trainers who handle a variety of projects and scripts which change on a frequent basis.

The individual in this position will be required to help setup the foundation for call center monitoring activity, determining center production, staffing, and policy and procedures. 

Monitor, Coach & Manage Supervisors and Operators to be effective in:

  • Achieving hourly and daily outbound call production and effectiveness as measured in completed surveys and/or focus group bookings
  • Working through gatekeepers to reach potential respondents
  • Be able to identify production barriers and offer solid solutions to rectify them
  • Motivating respondents to participate in market research surveys and focus groups
  • Handling calls professionally and routing to appropriate department/person
  • Answering general questions from callers about ongoing projects
  • Staying on script and using high quality research methods and processes
  • Completing appropriate project and HR documents correctly and efficiently
  • Using Microsoft Word, Excel and Outlook extensively
  • Using Internet Explorer

Required:

  • 5+ years experience in an outbound call center geared to professionals/business owners
  • Proven coaching style and experience
  • Understanding of Indiana HR laws
  • Outbound call experience
  • Ability to motivate department to meet tough timelines
  • Professionalism
  • Extreme attention to detail
  • Computer experience with other Windows based software (please list applications)

Location of Position:

Indianapolis, Indiana

Position Reports to:

Principal

Send Resume to Ashley Evans:

 

Answers & Insights Market Research, Inc.
P.O. Box 501886
Indianapolis, IN 46250

[voice] (317) 815-9901 / (888) 815-9901
[fax] (317) 472-7840 / (888) 815-0703
[web] www.answersandinsights.com

 

  Equal Opportunity Employer

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