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Bilingual Supervisor (Spanish/English)

Job no: 502384 Work type: Regular Part-Time Location: Albuquerque, NM Capability Area: Call Center, Call Center Management

JOB SUMMARY:

This position requires an individual who is Spanish-language proficient at a conversational level.

This position is responsible for directing the day-to-day activities of interviewers and clerks including maintaining quality standards and service levels as well as identifying problems and proposing solutions. Supervisors will work closely with managers to perform a variety of project-related and functional area tasks that may change regularly depending on business needs.

DEPARTMENT:

TSSO

TSSO is primarily responsible for screening and interviewing respondents over the telephone, but the department also prompts respondents by telephone, locates respondents, codes and enters data from survey responses, manages hard copy documents, mails survey materials and performs receipt control operations.

TSSO staff are vital to our nationwide survey research operation. Interviewers talk to people from every conceivable walk of life to obtain information on issues such as health care, employment, and education. The work we do at NORC has lasting social significance, and the data we gather helps legislators and others involved in setting policy make informed decisions for the welfare of all Americans in an increasingly complex society.

RESPONSIBILITIES:

• Manage daily production activities including identifying, troubleshooting, and solving production problems as well as coach and assist interviewers and clerks so they can work effectively. Monitor sample delivery and/or workload on projects in order to maintain continuous work loads for interviewers and clerks.

• Monitor, encourage, and motivate interviewers to maintain productivity on project assignments. Provide constructive feedback and document feedback according to NORC procedures.

• Coordinate administrative issues such as attendance, schedule changes, and intervention for performance problems. Provide constructive performance feedback that recognize an employee's strength areas, identifies areas for growth and enhances staff engagement.

• Conduct recruitment interviews and make appropriate staff selections based on these interviews. Assist the recruitment manager with identifying possible recruitment sources and job fairs.

• Assist with the writing of training materials such as job aids and memos that will give interviewers the information necessary to be successful. Deliver training to interviewers and clerks on new project tasks.

• Generate required reports to evaluate performance and efficiency. Based on the data, talk to the task leader with suggestions for improvement.

• Work consistently and collaboratively with your colleagues and actively communicate across remote sites when working on shared tasks. Escalate any systems issues that will impact production.

• Serve as a role model to staff by providing on-site training, coaching and support while consistently contributing to a positive work environment by being approachable and congenial in a high operational tempo environment.

• Maintain safe, secure and fully functioning Production Facilities through executing start-up and close-down procedures for production systems and building security and report any concerns.

• Perform other duties as assigned, including interviewing or clerical work, as the business needs require.

  REQUIRED SKILLS:

• High School Diploma or equivalent, Bachelor's preferred (Social Sciences, Survey Methodology, Business Management or related Degree.

• Knowledge of basic computing applications including Windows, word processing and electronic mail.

• Strong interpersonal communication skills with an emphasis on customer service; team building skills. Abilities required: Ability to work evening and weekend hours. Must be able to constantly walk around the production floor for the duration of a shift ranging between 4 to 6 hours. Able to open/close facility as required and meet shift availability of three nights per week until close and one weekend shift.

• At least six months experience in telephone data collection or direct supervisory responsibility.

• Strong interpersonal communication required.

• Demonstrate basic computer proficiency (including Windows, word processing and electronic mail). Consistently meet requirements for technical skills as established by projects (i.e. maneuvering in various data preparation collection systems).

• Proficiency with Microsoft Office Suite, Timekeeping, CATI, CADE, Case Management and Call Scheduling packages.

  SALARY AND BENEFITS:

  The pay rate for this position is $23.00 per hour.

  This position is classified as regular. Regular staff are eligible for NORC’s comprehensive benefits program. Benefits include, but are not limited to:

• Generously subsidized health insurance, effective on the first day of employment

• Dental and vision insurance

• A defined contribution retirement program, along with a separate voluntary 403(b) retirement program

• Group life insurance, long-term and short-term disability insurance

• Benefits that promote work/life balance, including generous paid time off, holidays; paid parental leave, bereavement leave, tuition assistance, and an Employee Assistance Program (EAP)

  NORC’s Approach to Equity and Transparency

  Pay and benefits transparency helps to reduce wage gaps. As part of our commitment to pay equity and salary transparency, NORC includes a salary range for each job opening along with information about eligible benefit offerings. At NORC, we take a comprehensive approach to setting salary ranges and reviewing raises and promotions, which is overseen by a formal Salary Review Committee (SRC).

  WHAT WE DO :

  NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.

  WHO WE ARE:

  For over 80 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we’re known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.

  EEO STATEMENT:

  NORC is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce. NORC evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, status as a protected veteran, sexual orientation, gender identity, and other legally protected characteristics.

Advertised: June 12, 2024 Mountain Daylight TimeApplications close: June 28, 2024 Mountain Daylight Time