ICF Consulting Group, Inc. Survey Team Lead in Trenton, New Jersey
The Team Lead, reporting to the Data Collection Supervisor, will provide leadership and execution for a Call Center focused on Outbound Data Collection for Survey Research. The successful candidate’s responsibilities will include staffing, training, scheduling, production, mentoring, supervision, quality, and reporting as ICF delivers results and meets the requirements for contracted work with a focus on telephone survey research. Having the ability, desire and experience to develop processes, lead and mentor others, and perform the critical tasks associated with an Outbound Call Center is critical to success.
The Operations Center operates 24 hours a day, 7 days per week. Applicants must be able to work during evenings and weekends.
Role should be mainly agent facing.
Responsible for production and quality of a team of 15-20 agents.
Ensure agents are meeting individual production and quality goals and work with QC team to provide appropriate coaching and feedback.
Execute daily staffing goals, ensuring all projects reach the recommended hours as provided by management.
High school diploma or equivalent required.
Documented work experience in a call center, contact center or processing center environment.
Ability to demonstrate strong communication skills, both written and oral, required.
Minimum of 5 years of work experience in professional business environment.
Good understanding of CATI interviewing techniques and metrics including production rates, dial rates, after call work, refusal conversion/aversion
Experience with predictive dialing and data collection systems a plus.
Computer software programs proficiency including MS Office (Word, Excel) preferred.
Demonstrated ability to develop, implement and execute business processes for new business.
Strong issue management and risk mitigation background.
Strong personnel management skills and experience.
Strong verbal, interpersonal and written communication skills required.
Strong analytical, problem-solving and decision making capabilities required.
Team player with the ability to work in a fast-paced environment is a must.
Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude required.
Ability to be flexible to handle multiple priorities and to work limited overtime as necessary required.
Working at ICF
Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. If you’re seeking to make a difference in the world, visit www.icf.com/careers to find your next career. ICF—together for tomorrow.
We can only solve the world's toughest challenges by building an inclusive workplace that allows everyone to thrive. We are an equal opportunity employer, committed to hiring regardless of any protected characteristic, such as race, ethnicity, national origin, color, sex, gender identity/expression, sexual orientation, religion, age, disability status, or military/veteran status. Together, our employees are empowered to share their expertise and collaborate with others to achieve personal and professional goals. For more information, please read our EEO & AA policy (https://www.icf.com/legal/equal-employment-opportunity) .
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ICF (NASDAQ:ICFI) is a global consulting services company with over 7,000 full and part-time employees, but we are not your typical consultants. At ICF, business analysts and policy specialists work together with digital strategists, data scientists and creatives. We combine unmatched industry expertise with cutting-edge engagement capabilities to help organizations solve their most complex challenges. Since 1969, public and private sector clients have worked with ICF to navigate change and shape the future. Learn more at icf.com.