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Under the direction of the Associate Director for Institutional Research & Information and the Specialist – IRI Survey Research, the Assistant – IRI Survey Research assists in leading and directing the supervision of the call center (up to 30 part-time agents). Assists with various administrative duties requiring supervisory decision making, including processing payroll and various administrative employee actions. Advises agents regarding quality, accuracy, productivity of call center services and ensures that policies and procedures are followed. Produces data files for analysis. Assists in coordinating survey research by prioritizing and scheduling projects. Involved in the creation of survey instruments, including survey programming, development, and administration (either online, telephone or paper).
High School Diploma or GED required
Graduation from an accredited college or university with an associate’s degree plus two years of experience directly related to the essential functions of the position or a combination of education and experience totaling four years.
Knowledge and experience in survey research methodology and development, preferably in a call center environment.
Skill in supervising with strong written and verbal communication skills, including customer service and feedback.
Skills with computers and computer applications, word processing, spreadsheets, and similar products.
Skills in problem-solving technical issues related to both software and hardware.
Ability to work independently, multi-task, and manage day-to-day tasks.
Please document in your resume any survey research and/or call center experiences you have had.
Under “Reference’s Letter” please list a minimum of three contacts. References may be contacted at some point during the screening and selection process.
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